Job Description

JOB SUMMARY

Call Center Agents are responsible for the incoming and outgoing customer - patient calls. Make use of company policies to solve customer and patient issues and directing calls to the managerial team when necessary. The Call Center Agent is often the first point of contact for customers and patient issues. Call Center Agents are required to have a commitment to the customer - patient satisfaction and an ability to make quick and accurate decisions.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Schedule, confirm and reschedule patient appointments- review appointment date, time, location and provider with the caller.
• Answer the telephone promptly and in a polite and professional manner.
• Direct calls to other departments as needed.
• General knowledge of the referrals process, medical records process, and insurance verification process.
• Making and confirming patient transportation appointments.
• Answer general member questions regarding our programs, services and benefits.
• Handle incoming calls for our publications, television advertising, and marketing for potential members.
• Informs callers of current events and/or services provided.
• Answer incoming customer – patient phone calls and take appropriate action for each call
• Making and confirming patient medical and transportation appointments
• Offer Cano Health Ancillary Services
• Maintain customer- patient satisfaction ratings based on explicit criteria set forth by the company
• Make a minimum of 80 calls or more between incoming and outgoing calls
• Make a minimum of 10 appointments daily
• Must obtain a minimum of 90% in Quality Assurance Observation.
• Attend mandatory training sessions to stay updated on products, services, benefits, or company policy changes.
• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input
• Input data into the company computer platform to keep each customer record updated
• Follow all company policies and procedures.

ADDITIONAL DUTIES & RESPONSIBILITIES

Any other duties as assigned by manager

EDUCATION & EXPERIENCE

• High school diploma or GED required
• Must be able to speak, read and write English and Spanish

KNOWLEDGE, SKILLS & PROFICIENCY

• Skilled in operating phones, personal computers, software such as (ECW, CRM, Zoiper, MD Vita, Care Tracker) and other IT systems.
• Ability to communicate with associates, patients and other individuals in a professional and courteous manner.
• Ability to pay close attention to detail and to ensure accuracy of reports and data.
• Strong phone and verbal communication skills along with active listening.
• Must be available to work some holidays and weekends.
• Strong computer skills
• Excellent interpersonal communication skills
• High level of professionalism
• Must be available to work some holidays and weekends
• Strong problem-solving abilities
• Must have effective communication skills, both verbal and written.

TOOLS & EQUIPMENT USED

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

PHYSICAL REQUIREMENTS/WORKING ENVIRONMENT

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include the ability to lift up to 50 lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS/WORKING ENVIRONMENT

Work will involve some driving/traveling to assigned clinics.

Company Description

For additional information, please refer to their website: www.canohealth.com