Customer Service Senior Representative - HireTalent
Chicago, IL 60608-1170
About the Job
This position will be 100% remote with no intention to return to office. Candidates sources should be located within the CST timezone - please indicate the location on their resume.
Places a high volume of outbound calls daily towards engaging/converting potential patients in the Chronic Care LOB services. Reports to the Engagement Team Lead within the Clinical Support Services team in the Chronic Care Line of Business.
Key Responsibilities:
Place a high outbound call volume daily to potential members towards converting leads to patients
Using scripting, advises potential patients on program offerings and helps set expectations
Schedules converted new patients for their first visit (Start of Care) with appropriate provider who serves patient s market
Answers inbound calls routed to the department by reception and other internal teams
Appropriately documenting the aligned outreach outcomes per call
Obtain Patient consents, external PCP and pharmacy information
Communicate with clients and providers about referral status and placement
Complete pending start of care reports daily
Perform geo-mapping of new referral placement daily
Promote a positive customer service approach in all internal and external customer experiences by demonstrating courtesy behaviors and focusing on patient satisfaction
Patient information is consistently maintained in a private and secure manner, complying with HIPAA Guidelines at all times
Initiating Medical Records in collaboration with Medical Records department to obtain records from PCP practice for new Starts of Care (SoCs)
Take ownership and accountability for responding to patient questions, concerns, or complaints
Manage incoming referrals via email, fax, phone, or SFTP
Successfully obtaining high conversions to meet appropriate program metrics daily
Initiating welcome packets, PCP education, advance directives, letters
Work towards achieving your individual goals, which help the organization reach its objectives
Perform other duties as assigned
CORE COMPETENCIES
Customer Focus Building strong customer relationships and delivering customer-centric solutions
Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Ensures Accountability - Holding self and others accountable to meet commitments
Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Twelve months of experience in patient scheduling or equivalent experience working in a medical office environment
Knowledge of Medical terminology
Excellent verbal, listening and written communication skills
Demonstrated strong interpersonal communication skills in a complex organization
Ability to work in a team environment and to collaborate with a variety of individuals in a positive manner.
Places a high volume of outbound calls daily towards engaging/converting potential patients in the Chronic Care LOB services. Reports to the Engagement Team Lead within the Clinical Support Services team in the Chronic Care Line of Business.
Key Responsibilities:
Place a high outbound call volume daily to potential members towards converting leads to patients
Using scripting, advises potential patients on program offerings and helps set expectations
Schedules converted new patients for their first visit (Start of Care) with appropriate provider who serves patient s market
Answers inbound calls routed to the department by reception and other internal teams
Appropriately documenting the aligned outreach outcomes per call
Obtain Patient consents, external PCP and pharmacy information
Communicate with clients and providers about referral status and placement
Complete pending start of care reports daily
Perform geo-mapping of new referral placement daily
Promote a positive customer service approach in all internal and external customer experiences by demonstrating courtesy behaviors and focusing on patient satisfaction
Patient information is consistently maintained in a private and secure manner, complying with HIPAA Guidelines at all times
Initiating Medical Records in collaboration with Medical Records department to obtain records from PCP practice for new Starts of Care (SoCs)
Take ownership and accountability for responding to patient questions, concerns, or complaints
Manage incoming referrals via email, fax, phone, or SFTP
Successfully obtaining high conversions to meet appropriate program metrics daily
Initiating welcome packets, PCP education, advance directives, letters
Work towards achieving your individual goals, which help the organization reach its objectives
Perform other duties as assigned
CORE COMPETENCIES
Customer Focus Building strong customer relationships and delivering customer-centric solutions
Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Ensures Accountability - Holding self and others accountable to meet commitments
Action Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Twelve months of experience in patient scheduling or equivalent experience working in a medical office environment
Knowledge of Medical terminology
Excellent verbal, listening and written communication skills
Demonstrated strong interpersonal communication skills in a complex organization
Ability to work in a team environment and to collaborate with a variety of individuals in a positive manner.
Source : HireTalent