Call Center Representative

ASCENSION DEPAUL SERVICES•New Orleans, LA

11d•Onsite

About The Position

Population Health Specialists serve as part of a team responsible for assisting patients with timely and appropriate access care with Primary Care and/or Specialty providers within our network of clinics. Facilitation of inbound and outbound telephone calls, targeted campaigns, scheduling appointments in the electronic medical record system, following up to determine if scheduled appointments were kept, and monitoring gaps in care outlined by health plans. This position communicates accurate electronic messages to appropriate care team member as needed to address patients calling with questions for their care team.

Requirements

High School Graduate
1 year experience in a health care or medical office setting
Experience working with a diverse population
Excellent verbal and written communication skills
General computer literacy (experience with Microsoft Windows, Microsoft Office)
Knowledge of basic medical terminology
General knowledge of medical insurance industry standards

Nice To Haves

1 year experience working with an electronic medical record
1 year experience working in health care quality assessment, measurement and/or analysis (i.e. HEDIS measures)
Bilingual English/Spanish

Responsibilities

Handle inbound telephone calls from multiple sites through a call queue.
Accurately transmit medical messages to the care team.
Schedule appropriate patient appointments.
Review historical appointments to determine appropriate appointment types and durations.
Follow up in a timely manner on missed call opportunities.
Review the after-hours call registry to ensure patients are appropriately scheduled.
Contact patients linked to the clinic through their insurance or benefit plan but who have never visited the clinic to schedule an appointment.
Answer patient questions regarding clinic services and availability.
Schedule patients for wellness visits and address gaps in care.
Conduct insurance payer outreach campaign calls as directed.
Follow up on no-show patients and patients past due for appointments.
Communicate information to program leadership regarding patients who are difficult to reach or elect not to set appointments.
Assist with documenting and tracking Population Health campaign calls and volumes.
Provide daily reporting as directed on call volumes, equipment failures, and patient complaints.
Refer patients calling with Social Determinants of Health concerns.
Perform other tasks and duties as assigned by management or leadership.