Inbound Contacts Representative

CenterWell • The Villages, FL

6d • Onsite

About The Position

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. In 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.

Nice To Haves

• Associate's degree
• Healthcare industry experience
• 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.

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.
• Use your skills to make an impact

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