Call Center Representative (Hybrid)

Clearway Pain Solutions; Annapolis (MD); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

PTO 96 hrs

Holidays

Health benefits

401(k) match

Short/Long disability

Life/AD&D

Job summary

Clearway Pain Solutions is seeking a Customer Care Representative to support patients by telephone, providing professional, confidential service in a HIPAA-compliant environment.

Under the direction of call center management, you will collect patient demographics, insurance information, verify eligibility in real time, schedule appointments, triage high volumes of calls, and maintain accurate medical records. Strong communication and data entry skills are essential.

Qualifications

• Must have High School Diploma or equivalent.
• Must have knowledge of Internet and MS Office software.
• Excellent written and oral communication skills.
• Ability to work independently and in a team.
• Ability to multi-task and prioritize.
• Strong attention to detail and organizational skills.
• Knowledge of medical practices and terminology.
• Ability to meet production and quality standards.
• Ability to manage and direct others.
• Desire to provide excellent customer service and adhere to regulations.

Responsibilities

• Answer phones with professional greeting and address patient needs.
• Collect patient demographics and insurance information.
• Schedule patient appointments and triage high call volume.
• Maintain patient records and verify insurance eligibility.
• Communicate with patients via portals or portal messages.
• Provide accurate patient call descriptions and coordinate care.
• Escalate or route calls to appropriate recipients for resolution.
• Adhere to HIPAA rules and company confidentiality standards.
• Participate in trainings and in-services.
• Support administrative duties as needed.

Skills

MS Word

MS Excel

MS PowerPoint

MS Outlook

Written communication

Verbal communication

Teamwork

Multitasking

Attention to detail

Organization

Medical terminology

Education

High School Diploma

Tools

EMR

Job description

Under the direction of call center management,provides customer service via telephone to patients in need of care. Answers phones with a professional greeting and addresses the patients’ needs, both professionally and efficiently. The CCR acts as primary conduit for the transmission of information between all company locations and callers. Responsible for obtaining patient demographics, insurance information, and medical histories. Duties include a high degree of patient, physician and pharmacist interaction; utilization of patient information; coordination of insurance documentation; creation of patient medical records; reading medical records for verification; and maintenance of practice schedules.

Essential Duties and Responsibilities:

• Performs job in accordance with Company mission, vision and goal.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Provides professional and courteous customer/patient care, displaying knowledge of the treatment approach; displayed through professional phone etiquette.
• Accurately collects all required new patient information, including complete and accurate insurance data and verifies eligibility in real-time.
• Accurately provides patients with geographical directions to Company locations.
• Schedules patient appointments for applicable medical services.
• Triages a high volume of incoming telephone calls.
• Checks messages, as directed, and relays responses from the provider to the patient.
• Accurately describes, in detail, the reason for the patient call in the task.
• Expedites service in situations requiring urgent attention, as determined by management.
• Efficiently utilizes available resources to accurately and efficiently process necessary flows.
• Ensures first call resolution for all applicable calls. Escalates/routes appropriate calls/tasks to proper recipient(s) for resolution.
• Maintains high level of product and service knowledge.
• Maintains minimum quality standards, as determined by the Company.
• Conducts outbound calls, as needed.
• Communicates electronically with patients/customers via online portal or other Company communication methods.
• Assists with various administrative duties.
• Participate in and complete all required trainings and in-services.
• Other duties as assigned.

Minimum Qualifications:

• High School Diploma, or equivalent
• One (1) year of related experience and/or training.
• Must have knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
• Must have excellent written and oral communication skills.
• Must be able to work individually as well as within a team.
• Must be able to multi-task and prioritize.
• Must demonstrate extreme attention to detail.
• Must possess strong organization skills.
• Must be able to perform calculations, problem solve and use reasoning.
• Must have knowledge of medical practices and medical terminology.
• Must be able to meet predefined production and quality standards.
• Must be able to effectively manage and direct others.
• All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.

Preferred Qualifications:

• One (1) year of prior experience working with an Electronic Medical Record (EMR).
• One (1) year of call center experience in a medical practice.

Driving/Travel:

The employee must have reliable transportation. While the primary workplace may be closest to the employee’s home, work assignments could be in any of the Company’s locations.

Compensation and Benefits:

• Pay Range: $16.00/Hr - $18.00/Hr
• PTO: Up to 96 hours in first year (pro-rated based on start date)
• Holidays: 7 (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day)
• Retirement: 401(k) with employer match
• Health Benefits: Medical (single and family), Dental (single and family), Vision (single and family)
• Other Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Basic Life/AD&D, Employee Assistance Program
• Other Voluntary Benefits: Voluntary Life, Accident, Critical Illness, Hospital Indemnity