The Chicago Lighthouse
STATEMENT OF PURPOSE:
The Medical Contact Center Agent will be responsible for outbound and inbound calls, voicemails, and emails to/from insurance plan members in a high-performance contact center environment. This position requires high quality customer service assistance when responding to inquiries pertaining to a variety of Primary Care Providers (PCP), Health Risk Screenings (HRS), and other campaigns. Medical Contact Center Agent will be responsible for scheduling and registering appointments for the Health System by utilizing all available informational tools and websites. Calls may consist of requests for additional insurance plan information, such as, id cards, welcome packets, PCP changes, and transfers to other contact centers.
PRINCIPLE DUTIES AND RESPONSIBILITIES, BUT ARE NOT LIMITED TO:
Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally.
Obtain and enter accurate demographic information into the clients Health System application
Accurately schedule and register patients for appointments utilizing the clients Health System software.
Accurately communicate appointment date, time, location and the provider’s name to the patient.
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings.
Follow the appropriate escalate protocols for Triage (red flag) calls.
Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number.
Maintain up-to-date knowledge of the clients Health System policies and procedures as they apply
Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure
Performs other duties as assigned by Leadership.
The Medical Contact Center Agent will be responsible for outbound and inbound calls, voicemails, and emails to/from insurance plan members in a high-performance contact center environment. This position requires high quality customer service assistance when responding to inquiries pertaining to a variety of Primary Care Providers (PCP), Health Risk Screenings (HRS), and other campaigns. Medical Contact Center Agent will be responsible for scheduling and registering appointments for the Health System by utilizing all available informational tools and websites. Calls may consist of requests for additional insurance plan information, such as, id cards, welcome packets, PCP changes, and transfers to other contact centers.
PRINCIPLE DUTIES AND RESPONSIBILITIES, BUT ARE NOT LIMITED TO:
Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally.
Obtain and enter accurate demographic information into the clients Health System application
Accurately schedule and register patients for appointments utilizing the clients Health System software.
Accurately communicate appointment date, time, location and the provider’s name to the patient.
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings.
Follow the appropriate escalate protocols for Triage (red flag) calls.
Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number.
Maintain up-to-date knowledge of the clients Health System policies and procedures as they apply
Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure
Performs other duties as assigned by Leadership.