Call Center Advisor - Health Acess Center

Tenet • Detroit, MI

2d

About The Position

Under general direction and according to established policies and procedures, answers incoming calls and initiates outbound calling for the assigned department to include physician/program/patient satisfaction surveys and pre-appointment/scheduling reminders.

Requirements

• High school diploma or equivalent.
• Two years of experience with direct patient and/or physician contact in a clinical or administrative setting, or at least one year of experience with direct patient and/or physician contact in a clinical or administrative setting working with the same software program and customer base as the DMC Call Center.

Nice To Haves

• Two to five years of college level course work and/or related experience in health care field preferred.
• Two to five progressive years of work experience in insurance, medical record, billing or related area preferred.

Responsibilities

• Provides tele-health services including, but not limited to, physician, diagnostic, program appointment scheduling, physician specialty consult line requests and educational classes/seminar schedules.
• Responds to inquiries and/or refers the caller to the appropriate physician, department or program based on information provided by the caller.
• Identifies calls of a serious/urgent nature and directs them to an urgent/emergent care environment or Triage function as appropriate.
• Interprets customer needs and utilizes a computerized database to assist in arranging for resources to achieve customer satisfaction.
• Utilizes existing database marketing identifiers as a tool to aid the patient in more effectively achieving quality of life through enhanced/managed care assistance by properly identifying related support programs and treatment options.
• Collects and verifies all necessary demographic insurance and related data.
• Verifies insurance coverage and benefit levels, obtains and analyzes necessary authorizations and referrals, and calculates estimated patient liability for call transactions.
• Explains how to complete appropriate forms to patient and/or family to ensure the necessary consent forms and patient signatures are obtained.
• Provides financial counseling services to assist patients in identifying and obtaining payment sources.
• Completes charge entry, reviews, monitors and reconciles patient accounts to ensure accurate billing production.
• Ensures compliance with third party payor requirements.
• Reconciles and corrects user specific reports.
• Establishes and maintains contacts with DMC representatives and physicians office staff in order to become familiar with their needs and concerns through the Physician Liaison Program.
• Generates database, word processing and spreadsheet marketing reports.
• Maintains patient service records and conducts routine database profile updates, data management/accuracy audits, and inter-departmental synchronizing of frequently changing information.
• Participates with other members of the department in continuous quality improvements that lead to achieving and sustaining high levels of customer satisfaction.
• Acts as a community liaison through participation in DMC sponsored health initiatives.

Benefits

• Medical, dental, vision, and life insurance
• 401(k) retirement savings plan with employer match
• Generous paid time off (PTO)
• Career development and continuing education opportunities
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, auto & home insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees