Job Description

RESPONSIBILITIES

• As a member of Focus Care, you will be responsible for contacting members of various Health Plan Providers by phone to offer, explain, and ultimately schedule them for either Provider or at – Home Healthcare Based Appointments.
•  Adjusting and Resetting appointment dates and times, as required
• Work diligently to meet department KPI’s for productivity, quality, and overall success rate.
• Handle a high volume of inbound/outbound calls placed by our provided phone system, and fully explain the services offered to them.
• Return voicemail messages from members to schedule appointments as well as other customer service activities
• Follow approved scripting and talking guidelines when discussing healthcare-based appointments with members, ensure members understand and are comfortable with the information provided.
• Report member complaints and issues immediately through appropriate, company approved channels.
•  Be responsible for the security and privacy of all protected health information that may be accessed during normal working hours.
• Be available, accessible, and accountable to work during established working hours.  Follow support processes, comply with organizational structure and security standards, training, performance management routines, and remote monitoring policies.

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QUALIFICATIONS

•  A strong work ethic and autonomy to stay on task, highly motivated to achieve productivity goals.
• Good communication skills, friendly and conversational with members.
•  A willingness to comply with a fixed daily schedule, including start, break, lunch, and end times
• An ability to take direction and receive critical feedback
•  A shown skillset with regards to Data Entry and Integrity of Data, proficiency with the MS Office Suite of applications. 
•  Ability to type on average 60 words per minute.
•  Experience with mapping systems preferred
•  Healthcare/sales experience preferred
•  Previous customer service/ contact center experience preferred

Company Description

Focus Care, Inc is a Boston-based, privately-owned national healthcare services company that has been in business for more than 22 years. We identify and document high risk conditions of Medicare and Medicaid members, to improve health outcomes and achieve accelerated reimbursement for health plans. Our expansive, national provider network includes nurses at all levels of practice (LPN/LVN, RN and NP). Our leadership team and clinical staff have demonstrated success in working with all health care programs, especially government programs (Medicaid, Medicare), risk adjustment, network development and care management. Since 2008, Focus Care has conducted thousands of evaluations nationally, contracting with several health plans. Nearly ten years ago, Focus Care transitioned its hospital nurse staffing business to a broader offering with emphasis on Medicare Advantage health risk evaluation and revenue maximization services.