Health Call Center Rep (*FULL TIME)

Amalgamated Medical Care Management - Salem, NH

Full-time - Entry Level

Remote - Salem, NH

About the position

The Health Call Center Representative is a key member of the customer service team at Amalgamated Medical Care Management (AMCM). This role serves as the initial point of contact for incoming calls, providing essential support and information to callers. The representative is responsible for handling non-clinical inquiries, conducting precertifications, and ensuring that calls are managed efficiently and professionally. The position requires flexibility to work various shifts, including evenings, overnight, and weekends, as part of a 24-hour call center operation.

Responsibilities

• Answer inbound phone calls from callers and direct appropriately in a professional, courteous manner.
• Handle all inbound non-clinical calls and back-up clinical lines.
• Provide callers with appropriate information, conduct precertification and/or discuss with caller reason for their call.
• Use a computer to enter required demographic information into an electronic database such as JIVA, N-Centaurus.
• Document calls/referrals and complete call tracking.
• Refer calls needing follow-up appropriately; assist callers with customer services issues as able.
• Answer fax requests, emails and calls for clients and management to build cases/episodes in JIVA.
• Assist clinical staff to maintain service level standards per policy and procedure.
• Place outbound calls for follow-up on pre-certification calls and refer clinical calls to RNs or others.
• Assist RNs with answering overflow calls.
• Perform self-evaluation and participate in other CQI activities as required.
• Back up switchboard as needed.

Requirements

• High school diploma or equivalent.
• Minimum 1-year prior experience in customer service call center.
• Healthcare customer service background or training as a medical assistant/secretary is preferable.
• Bilingual skills highly desired.
• Excellent telephone and customer service skills.
• Ability to multi-task and cross-train.
• Strong communication skills, both verbal and written.
• PC skills in Windows environment.
• Typing with speed and accuracy.
• Medical terminology understanding.
• Understanding of healthcare delivery system.
• Ability to work in a team environment.

Nice-to-haves

• Bilingual skills highly desired.
• Healthcare customer service background or training as a medical assistant/secretary is preferable.

Benefits

• Competitive pay with significant differential pay for evening, overnight, and weekend shifts.