Remote Patient Care Intake Representative

KPH HEALTHCARE SERVICES, INC; City of Syracuse (NY); On-site; USD 38,000 - 46,000; Full time

Job summary

KPH Healthcare Services, Inc. is seeking an entry-level Help Desk specialist in Syracuse, NY. You will handle incoming calls, assess patient inquiries, and route them to the appropriate resources under close supervision.

This role supports prescription processing when not on calls, maintains standard response times, and contributes to patient satisfaction through accurate, courteous service. Training and compliance are emphasized in this position.

Responsibilities

• Handle incoming calls and route to appropriate staff
• Assist with prescription processing when not on calls
• Evaluate nature and urgency of patient calls
• Direct calls to correct department or staff
• Provide resolution to customer service issues to improve satisfaction
• Maintain production as directed by supervisor
• Assist in orienting and training new employees
• Complete mandatory regulatory training

Job description

Job Summary: Entry Level Position. Works under direct supervision following the protocols and procedures for assessing, categorizing, and prioritizing incoming customer/patient inquiries to direct them to the appropriate resources or personnel for resolution. This role is crucial to managing call volume, ensuring efficient service delivery, and improving patient satisfaction.

Job Duties

• Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members
• Manage and assist with prescription processing as needed, when not taking patient inbound calls
• Responsible for quickly and efficiently evaluating the nature, urgency, and complexity of patient calls
• Directing calls to the correct department, team, or individual based on the assessed patient needs
• Provides resolution to customer service issues to ensure member satisfaction as needed
• Maintain and keep reasonable production as determined by supervisor
• May assist in orienting and training new employees
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned