Contact Center Associate I

Acuity Eye Group; Arcadia, Northern (CA, KY); Hybride; USD 36 000 - 60 000; Plein temps

Résumé du poste

Acuity Eye Group in Arcadia, CA is seeking a Contact Center Associate I to help patients obtain care, focusing on insurance authorizations and scheduling. You will make outbound calls to providers to obtain authorizations and book new patient appointments with accuracy and efficiency.

Ideal candidates have 6 months of customer service experience and may benefit from Spanish language skills or prior medical experience.

Qualifications

• REQUIRED: High School education, GED or equivalent; 6 months of customer service experience.
• DESIRABLE: Spanish speaking preferred; medical experience preferred.

Responsabilités

• Be the first contact for patients and referring doctors needing appointments.
• Reslove caller needs, provide direction, and connect patients with clinics or doctors.
• Meet established call center metrics for quality, adherence, hold times, and satisfaction.
• Maintain professional appearance and demeanor per company policies.
• Keep supervisor informed of progress and issues.
• Ensure compliance with state, federal, and other regulations (HIPAA, etc.).
• Perform other duties as assigned.

Connaissances

Customer service

Empathy

Communication

Multitasking

Attention to detail

Policy interpretation

Professionalism

Time management

Ballpark judgment

Formation

High School diploma or GED

Outils

CRM software

Description du poste

Description

SUMMARY

The Contact Center Associate I helps patients get the care they need, with a primary focus on insurance authorizations. This role makes outbound calls to primary care providers to secure authorizations and schedules new patient appointments efficiently and accurately. Experience with insurance authorization processing and customer service is preferred.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Serves as the first point of contact for new patients and referring doctors needing to schedule and reschedule appointments.
• Resolves caller needs including addressing complaints, providing direction, connecting patients with the clinics or doctors, etc.
• Meets the established call center associate metrics for quality, schedule adherence, hold times, call completion, productivity, and caller satisfaction.
• Maintains an appropriate professional appearance and demeanor in accordance with Company policies.
• Keeps commitments and keep direct supervisor informed of work progress, timetables, and issues.
• Maintains strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
• Other duties as assigned by management.

Requirements

REQUIRED: High School education, GED or equivalent. 6 months’ of prior customer service experience.

DESIRABLE: Spanish speaking preferred. Medical experience preferred.

CERTIFICATES/LICENSES/REGISTRATIONS:

• N/A

KNOWLEDGE/SKILLS/ABILITIES/TALENTS:

• Ability to be courteous to fellow co-workers in person/over the phone.
• Ability to have patience and empathy on the phone while speaking to patients.
• Ability to respond to common inquiries from customers, staff, vendors, or other members of the community.
• Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure.
• Ability to interpret and apply policies and procedures.
• Must address others professionally and respectfully by actions, words, and deeds.
• Detail oriented, organized, process focused, problem solver, self-motivated, proactive, customer service focused.
• Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.
• Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic.
• Ability to identify and elevate issues appropriately and professionally.

WORK ENVIRONMENT:

• This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, handle, or feel, reach with hands and arms, see, talk and hear. The employee will frequently lift and/or carry reports, records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch.
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment.

All of the information contained herein reflect general details as necessary to describe the principal functions of this classification, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Management reserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions, without advanced notice, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Notwithstanding any of the foregoing described job responsibilities, employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinician-patient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.