Call Center Representative

1642

Remote?: 0

Highlights (Bonus, shift, relocation, info for job):

Bilingual preferred 

Shift: Monday-Friday 8:00am-5:00pm No evenings, no weekends, no major holidays

Job Summary

This role will be responsible for coordination of patient flow over the telephone, greeting patients in a prompt and courtesy manner and being a patient advocate in term of facilitating communication or visits in the office, coordination of patient schedules, as well as monitoring and facilitating patient financial transactions.

Duties and Responsibilities

• Manage a large volume of inbound and outbound calls in a timely manner and appropriately routing.
• Follow communication scripts when handling different topics.
• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Meet personal/team qualitative and quantitative targets.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Provide excellent customer service when greeting and engaging patients and external sources.
• Responsible for data collection and management, specifically demographics, patient history, insurance, and financial information.
• Verification of insurance benefits and referral authorization requirements.
• Daily reporting.
• Coordination with assigned clinical team to promote patient engagement and retention.
• Scheduling and coordination of appointments for the multi-disciplinary team.
• Distribution of correspondence.
• Demonstrate a working knowledge of insurance coverage and benefits; appropriate triage of patient and physician needs; and the general procedures of a physician office.
• Proficient use of the Practice Management System/EMR, Phone System and Microsoft Word.
• Assist patients in coordination between the internal departments of the office as well as external agencies.
• Ensure that patients are seen in a fair, timely and equitable manner based on established criteria.
• Schedule appointments per patient preference, office guidelines, provider requirements, diagnosis, insurance coverage, and individual preferences.
• Assist with medical records in terms of obtaining designated authorizations for release and coordinating between medical records and the patient and/or third party.
• Assure accuracy of patient (insurance and demographic) information in the practice management system.
• Referral management and assisting patients with these requirements.
• Help to train new employees and inform them about the company’s customer management policies.
• Accurate reporting and management of collected payments and encounter documentation.

Minimum Qualifications

• High School diploma required.
• 2 years’ experience in a similar role.
• Experience in a Patient Center Medical Home preferred.
• Experience with ECW preferred.
• Personal and professional passion to help improve healthcare delivery.
• Demonstrated respect for and experience with culturally diverse communities.
• Ability to build and maintain relationships with a diverse population.
• Ability to multi-task, highly organized, and great communication skills.
• Team and customer service oriented.

Working conditions

This job operates in a professional office environment.  This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Repetitious movements.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

Direct reports

None.

Why Work at AbsoluteCare?

At AbsoluteCare, we serve the most vulnerable individuals in America. These are our neighbors, people who are at higher risk for disease or who have multiple, complex, chronic illnesses. Often, they deal with an unequal healthcare system and wind up seeking basic care from emergency rooms. We take these patients out of those spaces and turn them into members: people who are entitled to some of the best, most focused care this country has to offer. 

We call this “care beyond medicine.” We have turned the doctor’s office into a comprehensive care center. Here, we surround our members with a core care team of doctors, nurses, social workers, and medical assistants who have the time and skills to get to know our members’ needs. We make the most important services available to our members under one roof. This includes a pharmacy, X-rays, a blood lab, nutrition services, urgent care, and much more.

We don’t stop at our four walls. We engage members in the communities where we all live to find the people who need us most. Through these community care teams, we remove the barriers to healthcare that so many people face daily. And it works. 

Our unique care is guided by our core values of accountability, caring, trust, and teamwork. We call it ACT².

AbsoluteCare, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy.

EEO Employer Verbiage: AbsoluteCare, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy.