Inbound Contacts Representative

CenterWell • The Villages, FL

7d • $38,000 - $45,800 • Onsite

About The Position

The organization consistently delivers over 98% patient satisfaction, and we are always looking for new ways to provide the best patient experience in all that we do. The Inbound Contacts Representative team is at the forefront of this experience, acting as a central service and support provider for all patients. How we answer the phone, handle calls and provide service to our callers is a reflection of our core values and care model. The Inbound Contacts Representative is responsible for taking inbound calls and/or placing return calls to patients who require additional support from the organization’s team. PSOs are also responsible for confirming and/or rescheduling appointments, sending messages regarding prescription renewals, test results, and referral requests, assisting with directions, answering any questions or concerns that a patient may have regarding the patient portal and much more.

Requirements

• 1+ years Customer/Patient Service Experience
• Experience in either a medical office or high-volume call center
• Experience using EMR software applications.
• Knowledge of medical terminology.
• Knowledge of health care field.
• Knowledge of legal and ethical considerations related to patient information.
• Knowledge of customer/patient service principles, applications, and conflict resolution.
• Skill in putting information in preferred medical record system, meeting clinic standards.
• Skill in diffusing tense situations through diplomatic problem-solving.
• Skill in using computer, phone, and medical records software.
• Ability to communicate effectively with patients and staff via phone, in person and through email.
• Ability to establish relationships with a wide variety of people.
• Ability to multi-task and work in a fast-paced patient support center environment.
• Ability to hit and exceed customer/patient service level and quality goals.
• Knowledgeable in various software applications such as Athena, Radix, Counsel Ear.

Nice To Haves

• Associate's degree
• Healthcare industry experience

Responsibilities

• Be a champion for the organization’s brand, care model, care centers, services, clinicians, and the patient experience.
• Represent our core values to patients and co-workers.
• Provide superior patient service and support and care with a friendly, positive attitude. Answer important patient questions and/or determine the best next steps and resources for first call resolution.
• Send detailed messages to clinical and patient support staff in various departments and follow best practices for collaborating and servicing patient needs.
• Track and report all call inquiries in the EMR by logging a patient case of all patient interactions.
• Report the outcome of the call using wrap up codes.
• Meet performance goals and SLAs for call volume, call time, answered calls, and more.
• Meet specific quality measures for patient service and call resolution. Achieve and maintain scheduling utilization of 85% or higher.
• Adhere to compliance and HIPPA regulations.

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree