Call Center Representative I

Clearway Pain; Annapolis (MD); Remote; USD 22,000 - 25,000; Full time

Benefits offered by this job

Paid time off

Holidays

401(k) with employer match

Health benefits (medical, dental, and-

Vision

Disability insurance

Life/AD&D

Employee Assistance Program

Voluntary benefits

Job summary

Clearway Pain is seeking a remote Call Center Representative to provide professional customer service to patients. You will collect demographics and insurance data, verify eligibility, and schedule appointments while triaging high volumes of calls.

Responsibilities include maintaining patient records, ensuring HIPAA compliance, and assisting with administrative duties. On-site onboarding may be required occasionally; the role is remote with eventual on-site needs within reasonable distance of

Qualifications

• High School Diploma, or equivalent
• One year of related experience and/or training
• Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook)
• Excellent written and oral communication skills
• Ability to work individually as well as within a team
• Ability to multi-task and prioritize
• Extreme attention to detail
• Strong organization skills
• Ability to perform calculations, problem solve and use reasoning
• Knowledge of medical practices and medical terminology
• Meet predefined production and quality standards
• Ability to effectively manage and direct others
• Strong desire to provide excellent customer service and comply with applicable rules and standards.

Responsibilities

• Provide professional and courteous patient care with phone etiquette.
• Collect patient demographics and insurance data; verify eligibility.
• Schedule appointments and triage high volume calls.
• Relay messages and coordinate with providers; read medical records for verification.
• Maintain patient records and practice schedules.
• Maintain confidentiality per HIPAA.
• Communicate with patients via online portals.
• Complete required trainings; perform other duties as assigned.

Skills

Phone etiquette

Communication skills

Multi-tasking

Attention to detail

Organization

Problem solving

Medical terminology

Customer service

Teamwork

Education

High School Diploma or equivalent

EMR experience (preferred)

Tools

MS Word

MS Excel

MS PowerPoint

MS Outlook

Internet

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:

While this is a remote position, candidates must reside within a reasonable commuting distance of Annapolis, MD, as occasional on-site attendance is required for onboarding and occasional on-site business needs.

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
• Other Compensation: This position is non-exempt (hourly) and eligible for overtime pay in accordance with applicable law. Overtime is not guaranteed. This position is not eligible for bonus, commission, incentive, or shift differential pay.