PRN Member Support Center Representative

Crossover Health Medical Group•Dallas, TX

61d•Hybrid

About The Position

Crossover Health is creating the future of health as it should be. A national, team-based medical group with a focus on wellbeing and prevention that extends beyond traditional sick care, the company delivers an entirely new model of healthcare—Primary Health—built on the foundation of trusted relationships, an interdisciplinary care team approach, and outcomes-based payment. Crossover’s Primary Health model integrates primary care, physical medicine, mental health, health coaching, care navigation and more, and delivers care in surround-sound—in-person, virtually and via asynchronous messaging. Together we are building a community of members that embraces healthcare as a proactive part of their lifestyle. Job Summary The Member Support Center (MSC) Representative role is at the forefront of providing an exceptional member customer service experience. As an important member of our Member Support Center team, the MSC Representative assists members with first call resolution and demonstrates an in-depth knowledge of the client specific workflows and procedures in correlation with the Crossover standards. The MSC Representative role facilitates the member’s experience throughout their interactions with Crossover Health by providing excellent customer service support over the phone.

Requirements

Excellent Phone Etiquette
3 years of experience working in a call center or customer service environment
Experience with multitasking, issue resolution, and conflict management
Proficient computer skills and familiarity with Apple products (Mac), ChromeOS, or client-branded Windows products such as Microsoft or HP.
Must be able to work in office during assigned shifts, including working a hybrid schedule if assigned

Nice To Haves

Excellent interpersonal skills and the ability to work effectively in a highly collaborative call center environment
Proven organizational skills
High level of ownership, accountability, and initiative
Experience in a health care service delivery environment

Responsibilities

Process inbound and outbound calls with the highest level of professionalism
Demonstrates a commitment to quality, delivering uncompromised customer service
Works directly with members, assisting them with scheduling appointments, answering questions, navigating urgent requests or needs, and connecting members with their clinical care team
Familiar and comfortable with navigating Electronic Medical Records (EMR) platforms, spreadsheet reporting, and instant messaging platforms
Familiar with Call Center Softphone systems and set up
Execute reflective listening skills to confirm members appointments
Responds to voicemails in a timely manner and processes according to members request
Achieve Member Support Center PG’s and KPI’s (i.e. Answering calls within 30 seconds 80% of the time, abandoned rates 8% or less, achieves overall call audit rating by 80%, call wait times are 30 seconds or less)
Maintains the correct Dashboard status appropriations
Engage in building cross-functional relationships with other clinical teams and departments
Assists with assigned projects and special provider or patient requests.
Become familiar and an expert as it relates to benefit eligibility, employer-sponsored health plans, including copays, co-insurance, and related benefit specific requirements and services
Collaborates with the team and other clinical staff throughout Crossover to deliver an exceptional member experience and identify areas for improvement
Knowledge of HIPAA regulations, Code Orange and incident reporting, and managing the release of Protected Health Information
Performs other duties as assigned