Call Counselor II

Patient Advocate Foundation•Hampton, VA

10d•Onsite

About The Position

A Call Counselor will work directly with patients and providers contacting the Non-Profit Program Administration for assistance. Excellent communication skills are necessary to thoroughly explain the purpose of the program, the procedure and process for application. The Call Counselor will be responsible for answering incoming phone calls to the program and assist callers with all questions, requests and concerns. This will include inputting all initial intake information. Providing customer service with professionalism and integrity is expected. Respect of confidentiality of information and program guidelines learned through employment with Patient Advocate Foundation must be strictly maintained.

Requirements

Commitment to delivering compassionate, thorough and timely customer service to every patient, every time
Ability to enter accurate data into the database and speak with the patient simultaneously
Provide outstanding customer service with professionalism and integrity
Strong interpersonal skills and ability to work well with individuals across all organizational levels
Effectively present information and respond to questions from NPPA/FSP leaders
Excellent oral and written communication skills
Handle pressure situations while remaining focused on operational goals
Knowledgeable in Microsoft Office products and Operating Systems
Ability to change task with short notice and focus on new task/project
Must be very detail oriented and attentive to quality
Ability to work independently, retain flexibility and maintain composure under pressure
Follows proper organizational lines of communication
Must have the ability to work in an environment of continuous process and outcome improvement
3+ years of professional experience in one of the following areas: healthcare environment, social work or health insurance preferred

Nice To Haves

Healthcare related certification(s) preferred, but not required
Medical terminology and knowledge preferred

Responsibilities

Answer incoming phone calls to the program and assist callers with all questions, requests, concerns, etc.
Respond to and process patients’ request for co-pay assistance through program
Thoroughly explain intent of program to patients in a positive manner
Conduct initial application intake to determine eligibility set forth by program standards
Prepare application to be mailed to eligible patients for completion and fax physician form to treating physician
Input all patient information into the NPPA Co-Pay Assistance database with extreme accuracy
Create and maintain patient files ensuring case file is always reflective of most current information
Follow up in timely manner with patients and providers
Meet established quality, data collection and production performance benchmarks with score of 90% or higher
Communicate with Floor Supervisor when encountering situations that require additional guidance or supervisory assistance
Mentor new team members during their introductory period, responding to questions and reporting constructive feedback on the team member’s progress to the NPPA Director
Abide by PAF’s policies, procedures and department Standard Operating Procedures (SOP’s)
Attend all PAF sponsored events if requested.
Perform other duties as assigned.