Place outbound phone calls to potential and existing clients/caregivers ensuring all customer contact is documented in the computer system accurately and appropriately.
Provide notification to clinical team members and/or other departments (Billing, Quality, etc.) regarding inquiries requiring follow up.
Schedule appointments adhering to funder guidelines and state regulations.
De-escalate situations and provide service recovery.
Use professional judgement to escalate calls outside of scope to appropriate personnel per department SOP.
Receive customer correspondence via e-mail requests and take appropriate action.
Process cases and manage personal work queue.
Utilize standard templates to correspond with customers; advise manager if situation arises that requires a new template or customized response.
Work with manager on all needed correspondence outside of department templates.
Verify protected health information and authorization for services.
Schedule initial appointments for new clients and enter all necessary clients, contact, and other necessary information into computer system.
Participate in other activities that support the coordination of client referrals, authorizations, initial assessments, and placement.
Follow current standard operating procedures.
Must adhere to all federal, state, and local law and regulations as applicable. Protect client protected health information (PHI).
Ensure a high level of customer service while maximizing productivity and meeting key performance indicators.
QUALIFICATIONS
2+ years of experience in a customer service call/contact center.
Associate degree preferred.
Health care industry experience preferred.
Knowledge & Skills:
Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
A commitment to the values of the organization while demonstrating good judgment, flexibility, patience
and discretion when dealing with confidential and sensitive matters.
Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software.
Personable; comfortable working with individuals at all levels within the organization.
Excellent verbal and writing communication skills; frequent proofreading and checking documents for accuracy.
Must be highly detail oriented.
Strong interpersonal skills.
Seniority level
Associate
Employment type
Temporary
Job function
Administrative and Customer Service
Industries
Health and Human Services
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