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Bilingual Call Center Representative

Patient Services
Status: 
Full Time
Department: 
Patient Services
Location: 
Bellevue and Ewing
Hours: 
Full Time
Union: 
Exempt
Grant or HJAHC: 
HJAHC
Description: 

Click here to apply: https://indeedhi.re/2PxvuiR
MAJOR FUNCTION:
This position is responsible for professionally responding to telephone inquiries from callers as they relate to health services provided by Henry J. Austin. Call Center agents are responsible for solving problems and educating callers about our member health programs and procedures. As a Patient Representative, the primary job function is to create, implement and sustain efficient patient flow systems to maximize patient access to healthcare as well as working to achieve excellent customer service, quality, cost, and delivery performance in line with company strategy, goals and values.
 
ESSENTIAL FUNCTIONS:
CALL CENTER:
 
Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
Provides information on Henry J. Austin’s customers’ programs, policies, and procedures.
Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.
Refers patients to the Henry J. Austin nursing team for triage and medical advice.
Utilizes automated computer software to schedule appointments, and effectively communicate such information to the appropriate party per established protocols.
Participates in internal and external educational opportunities relevant to the call center or customer service environment.
Meets outlined Henry J. Austin quality benchmarks and/or quality indicators as monitored through audits or recordings.
 
PATIENT REPRESENTATIVE:
 
Supports organizational changes by demonstrates flexibility in providing coverage and/or availability for the call center or patient representative via scheduling adjustments for unexpected absences, events, or call volume variances.
Manages cash and efficient processing of co-pays. Ensures accuracy with insurance verification procedures.
Facilitate interoffice team communication with respectful and constructive problem solving and resolve conflict among team members quickly and fairly.
Maintains a working knowledge of all Provider clinical schedules, call and leave schedules.
Shall efficiently use, monitor and maintain data from EHS modules including, but not limited to, Scheduling and Patient Registration.
Must be able to tolerate frequent work interruptions, organize work and reset priorities in order to complete work responsibilities in a timely manner.
Work is affected by frequent changes in procedures and state, federal, and agency regulations. Other changes requiring immediate response are computer changes in billing and accounting system and hospital/medical classification procedures.
 
ADDITIONAL RESPONSIBILITIES:
 
Customer service oriented.
Must be willing to work at all HJA locations on demand as needed based on business needs.
Meets Henry J. Austin incentive standards in all categories on a quarterly basis.
Team player.
Meets the expectations of our internal and external customers in providing excellent service.
Demonstrates positive customer relationship skills with all telephone encounters.
Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
Promotes sense of pride in call center and positive interpersonal relations among all team members.
Exhibits commitment to effective problem solving techniques when issues arise.
Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
Demonstrates effective problem solving skills
· EDUCATION:
 
Graduation from high school or possession of an approved high school equivalent certificate.
Job Type: Full-time
 
Experience:
 
Call Center: 1 year (Required)
Education:
 
High school or equivalent (Required)
Language:
 
Spanish/English (Required)