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Position Overview:
Under the supervision of the Call Center Supervisor, contacts members of various Medicare and/or Medicaid health plan providers by phone to offer, explain and schedule a free in-home healthcare risk evaluation. Subsequently assigns and schedules contracted provider for each confirmed evaluation appointment. Adjusts and resets appointments and schedules as may be required. Works diligently to meet department goals for appointments scheduled
Qualifications:
Education/Licensing Requirements:
High School Diploma or equivalent
Experience Requirements:
Previous sales, customer service, retail or service industry experience preferred
At least 2 years successful work experience
Essential Skills/Experience:
Fluently speak, read, and write English
Good verbal and written communication skills
Proven ability to prioritize and multi-task
Basic skills in MS Office
Accurate data entry skills
Essential Characteristics:
Self-directed and organized
Discrete/ability to maintain confidentiality
Team player
Detail-oriented
Sense of urgency
Customer service orientation
Ability to work under pressure
Ability to work well independently
Ability to take direction
Essential Job Responsibilities:
Be on time, ready to work at assigned work location on a daily basis
Manage time effectively
Respond well to coaching and supervision
Meet scheduling goals
Respond well to coaching and supervision
Present a positive and professional face to clients, health plan members and workforce members
Make phone calls to Medicare and/or Medicaid health plan members to offer, explain and schedule a free in home health risk evaluation
Follow provided CMS and health plan approved script when discussing health risk evaluation opportunity with potential member; ensure member understands and is comfortable with the terms of the evaluation; answer questions
Follow departmental procedures when communicating with members
Accurately record notes on member files related to their information and status
Schedule contracted providers to conduct health risk evaluation of members in their homes or other mutual agreed upon place; schedule contracted providers within assigned geographic area; allow for appropriate time and distance between appointments
Adjust and reschedule appointments with both members and contracted providers as needed; communicate with Physician Services team members and Scheduling Managers when cancellations and rescheduling occurs
Return voice mail messages from members in a timely manner
Work overtime as determined by business needs
Report member complaints immediately to Scheduling Managers
Assist other departments as needed
Ability to work overtime
Additional Job Responsibilities:
Participate in staff meetings, conference calls, and other meetings, as needed
Complete reports as requested by Supervisor
Assist/coach/coordinate with other team members
Attend training sessions to acquire/enhance skills related to programs offered
Maintains a neat, orderly work area
Performs other incidental and related duties as required
Working Conditions:
Fast-paced, evolving environment
Requires working at a desk to use a phone and computer
Normal sight and hearing ability
Use office equipment and machinery effectively
Ability to ambulate to various parts of the building
Ability to bend, stoop
Work effectively with frequent interruptions
May require occasional overtime to meet project deadlines
Lifting requirements of 15 lbs. occasionally