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, responsible for handling incoming calls and providing assistance to callers in a professional manner. This role involves managing non-clinical inquiries, conducting precertifications, and supporting clinical staff as needed. The position requires effective communication skills and the ability to work in a fast-paced environment, with a focus on customer service excellence.

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.
• Perform a variety of clerical duties as assigned.
• 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.

Benefits

• Competitive pay
• Significant differential pay for evening, overnight and weekend shifts