Customer Care Representative II

Horizon Health and Wellness; Apache Junction (AZ); On-site; USD 24,796 - 30,307; Full time

Job summary

Horizon Health and Wellness in Apache Junction, AZ is seeking an Administrative Scheduler to manage patient communications, intake, and appointment coordination.

You will handle calls from patients and providers, gather demographics and insurance information, document data during intake, and support team training.

The role emphasizes empathetic, efficient service across phone, chat, email, and EMR channels, with other duties as assigned.

Responsibilities

• Receive and initiate calls to/from patients, providers and facilities per scheduling procedures.
• Schedule appointments coordinating patients, providers, facility resources, referrals, authorizations and payers.
• Obtain patient demographics, insurance data and documents needed for authorizations/referrals.
• Document all necessary data during intake/registration accurately.
• Answer questions within guidelines and protocols.
• Communicate with patients, facilities, providers and staff via phone, chat, email and EMR to ensure a friendly, efficient experience.
• Assist with team training and mentoring as needed.
• Perform other duties as requested by Supervisor or Admin personnel

Job description

• Receive and initiate calls to/from patients, providers, provider offices and facilities, while following all established scheduling procedures and protocols to ensure patients receive the care they need.
• Schedule appointments through coordination of patients, providers, facility resources, ancillary staff, referrals, authorizations and payers.
• Obtain patient demographics, insurance information and necessary documents required to secure authorizations, referrals, or other data as determined by various facilities and insurance carriers.
• Responsible for obtaining and properly documenting all necessary and accurate data during the intake/registration process.
• Answer questions as necessary within guidelines and protocols.
• Effectively communicate and build impactful relationships through written, electronic and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels. Anticipate patient and provider needs and responds accordingly.
• Assist with team training and mentoring as needed.
• Perform other duties as requested by Supervisor or other Administrative personnel