Patient Care Advocate

Highmark Health

22h • $19 - $28

About The Position

GENERAL OVERVIEW: This job is responsible for answering calls received into the centralized call center. The Representative will use the appropriate procedures, tools and equipment to answer inquiries to provide First Call Resolution as often as possible. This level of representative will handle routine inquiries which will have a well-defined protocol as well as some more complex inquiries.

Requirements

• Minimum High School/GED
• Customer service OR Physician scheduling experience

Nice To Haves

• 1 year in a Call Center role

Responsibilities

• Phone work - Assisting patients with all requests and specialties during business hours (8:00am-5:00pm). Promptly answers a multiple line telephone system and processes complex medical service requests in a confidential manner with strict adherence to policies and procedures.
• Ascertains the reason for a patient's call. Follows established protocol and uses independent judgment to appropriately refer a patient to a physician or specialist as necessary.
• Maintains department productivity levels for customer satisfaction. (85%)
• Working with leadership on professional development, Maintains department productivity levels for customer satisfaction. (10%)
• Performs other duties as assigned or required by management. (5%)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED