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Role Description

The Contact Center Representative (Patient Experience Navigator) is responsible for scheduling of all procedures, registration activities, and gathering and processing of patient demographic and insurance information.

Salary: $18.50-$21.00 per hour depending on previous experience

Day Shift: Monday – Friday

Training (4 weeks): M-F; 8a-5p

After Training: M-F; 8:30a-5:30p with an hour for lunch or 9a-5:30p with a 1/2-hour lunch.

Work Setting: REMOTE - Work from home

• Secure private work location
• Access to High-Speed Internet is required

Responsibilities

• Handle inbound and outbound phone calls.
• Assist customers with inquiries and issues.
• Provide accurate information and solutions.
• Maintain detailed records of customer interactions.
• Meet performance targets.
• Coordinate with insurance verification and pre-certification to assist patients with insurance questions.
• Work with center staff to coordinate STAT add-on exams.
• Maintain scheduling knowledge and requirements for procedures.
• Seek out guidance from supervisor and teammates when uncertain of procedure.
• Solicit feedback from the supervisor/manager to assess the quality and effectiveness of work.
• Demonstrate a personal commitment to continuous quality improvement through active participation and ongoing dialogue with the supervisor/manager.
• Organize and manage time effectively to optimize productivity.
• Meet departmental scheduling and quality goals in accordance with policy and procedures.
• Possess the ability to accept change in a positive manner and implement change with positive results.
• Maintain composure in difficult situations.
• Use best judgement to resolve patient problems or refer issues to department supervisor/manager.
• Answer phone calls from outside clinicians, requesting information.
• Take requests from referring physicians scheduling procedures.
• All other duties as assigned.

Qualifications

• High School Diploma or GED
• 1 year experience in a related field
• Ability to understand basic medical terminology.
• Excellent interpersonal and communication skills.
• Experience and competency in customer relation skills in a professional environment.
• Ability to organize and prioritize work in a stressful environment.
• Ability to work effectively as a member of a team and is self-directed.
• Good problem-solving skills.
• Exemplary keyboarding skills and experience in patient registration systems and familiarity with personal computers.
• Basic knowledge of hospital performed procedures.

Benefits

• Competitive salary package
• Health, Dental, and Vision insurance
• Health Savings Account
• Life insurance
• Short/Long term disability insurance
• 401(k) retirement plan