Healthcare Customer Service Representative

Description:

•Managing phone and message inquiries from our patients and those involved in their care as they navigate a complex healthcare system including but not limited to needs tied to insurance, billing inquiries, and appointment management

•Comfortable navigating or learning all things healthcare, including but not limited to medical records, authorizations, referrals, and coordinating care among our members’ care partners like pharmacies, testing laboratories, specialists, and insurance

•Collaborate with providers and other operations team members to complete urgent tasks

•Use impeccable C-I-CARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) in all patient interactions and ensure a positive virtual (phone, messaging or in-system interaction) experience

•Leverage problem-solving skills and our The Medical Performance System (TOPS) and standard work to guide work, as well as support continual process improvement efforts

•Master our technology suite including but not limited to RingCentral, Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life, in order to interact with team members and patients and complete daily work

•Contribute to team development through rounding, attending team huddles, participating in team problem solving, supporting in-office providers with ad hoc asks, etc.

Skills:

scheduling appointments, call center, medical record, Patient Registration, Patient Access, Customer service, medical terminology, medical billing, medical claim, Insurance Verification, EOB, ERB, Medical Records, prior authorization, Schedule appointments

Top Skills Details:

scheduling appointments,call center,medical record,Patient Registration,Patient Access

Additional Skills & Qualifications:

• At least 2 years of experience in call center customer roles OR patient facing healthcare service roles

• Experience thriving in an environment with high-volume calls is a plus

• Strong written and verbal communication skills, including impeccable phones manner

• Strong multitasking skills with proficiency in computers and phones while navigating multiple software systems simultaneously

• Familiarity with tools such as RingCentral, Slack, G-suite, Zoom are a plus

Experience Level:

Entry Level