SUMMARY
Places outbound calls (regarding account status, complaints, etc.) and handles incoming calls (inquiries, complaints, etc.) and directs calls for further problem resolution, if necessary.
Title: CSR
Rate: $18/hr
Duration: Starting at 5 months (Can start as soon as October 8th)
Location: Remote (Note: Has to drive to Renton, Spokane, Tacoma, Silverdale, or Bellevue to pick up equipment and meet the manager)
RESPONSIBILITIES
Appointing:
- Review medical chart to appoint according to scripts and guidelines.
- Schedule/reschedule/cancel appointments for services, according to scripts and guidelines.
- Places calls for appointment reminders and quality measure outreach.
- Collect care specific information for Primary Care or Specialty Care services., Messaging: Review medical chart to collect information for messages to send to health care team.
- Routes incoming calls from patients, physicians, nurses and other departments according to scripts and guidelines.
- Answers routine administrative inquires.
- Forwards medical and other complex inquires to appropriate personnel.
- Take messages as necessary.
- Manage electronic in-basket in multiple system applications.
General Services:
- Assist patients by providing phone numbers, facility directions and office layouts; directing to other departments and administrative services for further information, for example (but not limited to) Membership Services, Dental and Pharmacy.
- Handle ingoing and outgoing departmental mail and correspondence with patients.
- Other related duties as developed per department need.
Registration:
- Verify insurance eligibility and/or update all demographic information per regional policies, including Personal Provider Selection, Language Preference and Special Needs.
- Request and/or obtain a patient medical record number when necessary.
- Verify health insurance coverage and follow appropriate policy/procedure.
- Explain co-pays, cost shares and any other applicable fees.
- Create Guarantor accounts as necessary before and after Membership Service Department hours.
- Complete Scheduling form with above data and transfer to the Registration for completion of the pre-registration and pre-verification functions.
- Refers to the financial counselor as appropriate.
- Collect past due balances as appropriate.
Practice Organization:
- Coordinate referrals process including wait lists per department policies and procedures.
- Track referrals to specialty care by utilizing the consultation/referral system as needed in those areas where this responsibility currently exists for the individual in this classification.
- Request copies of films, CD's, test reports, and results from outside facilities Coordinate schedules per department guidelines to maximize access.
- Collect and organize data per department guidelines. For example, researching and collating data from Health Connect, online quality and performance reports, MOV data, and other sources, on an ongoing basis.
- Develop and submit ongoing reports as requested including statistics, charts, and graphs using multiple computer programs and business math skills.
- Update departmental policies and forms.
QUALIFICATIONS
- Excellent Customer services/ and soft skills required.
- Must have previous call center experience (at least 1 year)
- Experience with HeatlhConnect a plus.
- Ability to use multiple screens.