Patient Care Advocate

Highmark Health; United States; Remote; Full time

Job summary

A leading healthcare organization is seeking a Call Center Representative to assist patients with inquiries and ensure First Call Resolution. This role involves answering calls, processing service requests, and collaborating with leadership for professional development. Ideal candidates will have customer service experience and a high school diploma. Join us to make a difference in patient care!

Qualifications

• Customer service experience or physician scheduling experience required.
• 1 year in a Call Center role preferred.

Responsibilities

• Answer calls and assist patients with requests during business hours.
• Determine call reasons and refer patients to specialists as necessary.
• Maintain department productivity levels for customer satisfaction.

Skills

Customer service

Communication

Education

High School diploma or GED

Job description

Company :

Allegheny Health Network

Job Description :

GENERAL OVERVIEW:

This job is responsible for answering calls received into the centralized call center. The Representative will use the appropriate procedures, tools, and equipment to answer inquiries and provide First Call Resolution whenever possible. This role handles routine inquiries with well-defined protocols, as well as some more complex inquiries.

ESSENTIAL RESPONSIBILITIES

1. Phone work: Assisting patients with all requests and specialties during business hours (8:00 am - 5:00 pm). Promptly answers a multi-line telephone system and processes complex medical service requests confidentially, adhering to policies and procedures. Determines the reason for a patient's call, follows established protocols, and uses independent judgment to refer patients to physicians or specialists as necessary. Maintains department productivity levels for customer satisfaction. (85%)
2. Collaborates with leadership on professional development and maintains department productivity levels for customer satisfaction. (10%)
3. Performs other duties as assigned or required by management. (5%)

QUALIFICATIONS:

Minimum

• High School diploma or GED
• Customer service experience OR Physician scheduling experience

Preferred

• 1 year in a Call Center role

Disclaimer: This job description provides a general overview of the essential duties and responsibilities. It may not include all duties, responsibilities, and qualifications required.

Compliance Requirements: Employees must adhere to ethical and legal standards, the company's code of conduct, HIPAA regulations, and data security policies. Confidential information must be protected at all times.

Pay Range: Minimum: $19.00; Maximum: $27.08. Salary is determined based on qualifications, experience, and other factors. The range may vary by location.

Highmark Health and its affiliates prohibit discrimination and are committed to accessibility. For assistance or accommodations, contact HR Services at [e-mail].