Contact Center Representative - Remote (Must Reside in Austin TX)

Harbor Health•Austin, TX

51d•Remote

About The Position

Harbor Health looking for a personable Contact Center Representative to become a member of our team. Harbor Health is an entirely new multi-specialty clinic group in Austin, TX utilizing a modern approach to co-create health with those who get, give, and pay for it, allowing everyone to fully flourish. Join us as we build a fully integrated system that connects care to a better payment model that truly puts the human being at the center. The Contact Center Representative will be the first point of contact between the client and Harbor Health. The Contact Center Representative will be responsible for successfully fielding and resolving a large volume of inquiries via phone and other potential contact methods within the Contact Center in a friendly, positive, and effective manner. Duties include following communication scripts, scheduling appointments, verifying client insurance, pre-registering clients for their appointments, properly advising clients of service estimates and performing other tasks that allow clients to visit their health center seamlessly. Available shifts include 8a-4:30p Mon-Fri

Requirements

High school diploma or GED
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multitask, set priorities, and manage time effectively
Ability to work a flexible work schedule
English language proficiency
1 year of experience in contact centers, pre-access, patient access, and/or physician practice office

Nice To Haves

Bilingual (Spanish) proficiency
Associates degree
Familiarity with call center systems and practices
Ability to understand and navigate EMR platforms

Responsibilities

Demonstrating proficiency navigating systems, working with complex workflows, managing telephone calls, online requests, and/or faxes and other contact channels
Maintaining a positive, welcoming attitude in all client interactions
Offering prompt assistance to clients for a variety of services, including:
Registering new clients into the EHR system
Booking, canceling, and rescheduling appointments
Inputting and updating insurance information
Relaying client communications to provider
Providing clients with pre-visit instructions as needed
Assisting clients with identifying a provider and appointment that is appropriate for their care
Using EHR systems effectively to guide the client's care
Screening clients for financial support using real-time eligibility (RTE), while escalating more complex questions
Contacting clients to notify when visits are canceled or rescheduled
Prioritizing the client first in all interactions, including adhering to all HIPAA guidelines and regulations
Providing training, support, and mentoring to colleagues
Working with supervisors to achieve the established performance metric standards
Using the phone system to track activities
Participating in ongoing training and quality assurance exercises
Adhering to all established workflows, scripting, and department greetings
Meeting performance goals for client experience, quality, productivity, and all performance metrics
Participating in special projects and performing other duties as assigned