Lead Call Center Representative

SMART Pain Management, LLC; Montgomery (AL); Presencial; USD 21.000 - 28.000; Jornada completa

Descripción de la vacante

SMART Pain Management, LLC is seeking a Call Center Representative to provide professional patient support by phone, collect demographics, and verify insurance in real time. You will triage calls, schedule appointments, and maintain accurate patient records with HIPAA compliance.

Collaboration with physicians, pharmacists, and staff is essential. The role requires strong written and verbal communication, attention to detail, ability to multi-task, and proficiency with MS Word/Excel/Outlook.

Formación

• High School Diploma or equivalent.
• Three (3) years 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.

Responsabilidades

• 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.
• Trains and onboards new Call Center Representatives.
• Ensures accurate and timely patient flow by all Call Center Representatives.
• Acts and a liaison between management and staff.
• In conjunction with the Quality and Training Manager, performs quality assurance for the call center. This may include listening to calls, assisting in developing quality improvement plans, and providing feedback to staff.
• Assists staff with escalation calls.
• Monitors call center staff break schedule.
• Participate in and complete all required trainings and in-services.
• Other duties as assigned.

Conocimientos

Call center experience

HIPAA knowledge

Phone etiquette

Excellent communication

Data entry

Microsoft Office

Attention to detail

Teamwork

Multitasking

Educación

High School Diploma

Herramientas

MS Word

MS Excel

MS PowerPoint

MS Outlook

Descripción del empleo

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.
• Trains and onboards new Call Center Representatives.
• Ensures accurate and timely patient flow by all Call Center Representatives.
• Acts and a liaison between management and staff.
• In conjunction with the Quality and Training Manager, performs quality assurance for the call center. This may include listening to calls, assisting in developing quality improvement plans, and providing feedback to staff.
• Assists staff with escalation calls.
• Monitors call center staff break schedule.
• Participate in and complete all required trainings and in-services.
• Other duties as assigned.

Minimum Qualifications:

• High School Diploma, or equivalent.
• Three (3) years 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:

• Three (3) years of prior experience working with an Electronic Medical Record (EMR).
• Three (3) years 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.