Access Ops Agent (SPARC)
Company: Ukey Career Solutions
Location: San Jose
Posted on: May 15, 2022
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Job Description:
Job Description Job Summary: The Enterprise Contact Center (ECC)
Access Operations Contact Center (AOCC) handles a high volume of
inbound calls, outbound calls, faxes, and other communication with
patients, providers, clinic staff, and others needing to access
health care services at one or multiple SHC departments/clinics.
The Access Operations Contact Center staff within the ECC is
responsible for providing an excellent patient and customer
experience by efficiently coordinating services and accurately
answering or properly referring inquires. Requirements: Minimum
Education: High School Diploma or GED Minimum Experience: 1-year
customer service (must have calls experience) Essential Functions:
Responds to a high volume of incoming and outgoing telephone calls
and faxed referrals Assists patients in registering, scheduling,
changing, and canceling appointments across multiple
departments/specialties Delivers expert knowledge regarding
clinic-specific processes Accurately documents and routes call to
the proper department Identifies urgent customer needs or
operational issues, and escalates appropriately Efficiently
navigates medical records and ensures patient information is
up-to-date and accurately entered in the correct location Obtains
insurance authorization as necessary and communicate status to
patients Coordinates outpatient appointments and conjunctive
services Assists community physicians requesting to consult with
SHC physicians Provides care coordination when appropriate to
ensure patient needs are met and to ensure clinic and medical
protocols are followed Educates patients on providing medical
records and other medical documentation needed for SHC appointments
Communicates with patients and referring providers regarding
insurance authorizations (including approvals and denials) and
requests required clinical documentation when necessary Meets all
regulatory and compliance standards Delivers high-level 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 SHC services Uses functionality of
the telephone system as required Other departmental duties as
assigned Expectations/Skills: Must have the ability to triage both
non-clinical and clinical calls Stellar customer service- polished
speaking skills Call center background is not a necessity but will
handle high volume calls that average about 80-100/day Ability to
support up to 20 both inpatient/outpatient clinics. Ability to
provide specific examples of being successful in assessing a
situation Takes initiative to resolve problems Must document
everything professionally Speech must be clear, precise, and
professional.
Keywords: Ukey Career Solutions, San Jose , Access Ops Agent (SPARC), Sales , San Jose, California
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