Access Operations Agent (Call Center)

Access Operations Agent (Call Center)
Newark, CA Onsite
$26.38 per hour

The functions performed by employees in this job family will vary by level or the area(s) to which assigned, but may include (and not be limited to) the following:

· Responds to a high-volume of incoming and outgoing telephone calls and faxed referral.

· Coordinates care by scheduling, editing, and maintaining routine patient physician appointments for new and returning patients.

· Facilitates communication between the patient and the physician or clinic.

· Delivers expert knowledge regarding clinic-specific processes.

· Accurately documents and routes calls to the proper department.

· Identifies urgent customer needs or operational issues and escalates appropriately.

· Works with care teams, patients, and outside facilities to obtain necessary information required for care.

· Communicates with the care team and support staff on various patient issues.

· Obtains and updates insurance information.

· Meets all regulatory and compliance standards.

· Delivers high-level of customer service.

· Follows documented protocols and guidelines.

· Meets and exceeds departmental quality assurance standards.

· Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding services.

· Uses functionality of the telephone system as required Other departmental duties as assigned.

Knowledge, Skills and Abilities These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

· Type 40 words per minute * Excellent customer service skills

· Knowledge of medical terminology

· Demonstrated knowledge of proper English grammar in speaking and writing

· Effectively listen to resolve patient's/customers inquiries.

· Maintain respect and composure in stressful situations.

· Navigate complex software tools and accurately input data.

· Effectively document caller notes into the medical record

· Ability to adjust communication to fit the needs and level of understanding of the receiver.

· Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.

· Working knowledge of EPIC or other patient/customer database

· Ability to apply C-I-CARE to work.