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Access Ops Agent (SPARC)

Company: Ukey Career Solutions
Location: San Jose
Posted on: May 15, 2022

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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