Patient Care Navigator (FT)

Medcor•Mchenry, IL

1d•Remote

About The Position

Advance your career into a future-focused telehealth position! Great opportunity to work from home! We are looking for Patient Care Navigators to work full-time (40 hours per week). The current schedule needs are in the day/evening, eight or ten hour shifts between the hours of 8a-7p, with an alternating weekend requirement. If you are tech-savvy, have excellent verbal/phone skills, and a strong work ethic, consider joining this team! As a Patient Care Navigator, you will be responsible for processing calls and generating reports from Medcor Telehealth Triage clients, supervisors, or injured workers in situations where triage is not required, within our remote call center environment. During this process, you will be required to follow standard operating procedures to place calls in the correct company and location, gather & document basic demographic information about the workplace incident, and provide information to the injured worker or supervisor as requested by Medcor’s client.

Requirements

Have a high school diploma or GED.
At least two years of customer service or client relations experience is preferred.
A basic understanding of occupational job processes and potential injuries as it relates to various industries is also helpful.
Proficient at data entry, speed and accuracy, that is acceptable to enter information while listening & engaging in conversation with caller.
Must be able to type at least 25 words per minute.
PC proficiency is required, with experience in Microsoft Office applications including Word, Excel and Outlook.
Ability to maintain high-speed, hard-wired, internet connection at advocate residence that meets the specifications as outlined by Medcor’s IT department and allows for processing of triage calls with quality.

Nice To Haves

Have a working knowledge or background in any medical field (strongly preferred, but not required).
Be comfortable working in a call center environment, with minimal oversight or direct interaction with coworkers.
Possess excellent verbal/written communication skills.
Be bilingual in Spanish (not required)

Responsibilities

Answer inbound employee and/or supervisor injury report calls where triage is not required, within a fast-paced remote call center environment.
Immediately transfer calls requiring triage to the appropriate triage queue.
Follow standard operating procedure and client specific directives in order to correctly gather pertinent information from injured workers or supervisor and enter into proprietary software to complete the call report.
Enter information into Medcor’s Triage software application that accurately reflects the phone interaction of each inbound/outbound triage call associated to one of Medcor’s Client’s, either supervisor, injured employee, or medical providers.
Ability to follow protocols, including Medcor’s proprietary algorithms and completing forms/fields in the application.
Use professional phone etiquette & excellent customer service skills during phone interactions to help ensure client satisfaction & retention.
Effectively assist the caller with problem solving all issues related to their call.
Promote clear and coherent verbal communication with callers following an appropriate line of questioning and clarification of information when needed.
Read & apply all client specific directives as they appear throughout the call process, gathering or providing information to injured worker and/or supervisor as directed.
Responsible for collecting and inputting data elements that will support the documentation and reports.
Follow HIPAA Compliance Policies to protect the confidentiality of information.
Responsible for personal schedule adherence and accurately reflecting all shift activities using the phone system.
Monitor your own performance with dashboard metrics, reviewing & acknowledging individual stats, and look for ways to improve.
Participate in coaching sessions to improve performance.
Compliance with all departmental standards, policies, and procedures as they relate to call processing, attendance, adherence, and quality standards.
Responsible for timely completion of annual or monthly assignments in MedcorU, such as Compliance Modules, Training Bulletins, and Staff meeting newsletters.
Responsible for projects and duties delegated by the Operations Manager or Director.
Always supports Medcor’s Core Values & Culture.
Attend meetings at the request of the leadership or Learning and Development teams.