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Remote Patient Support Center Representative - Part Time

Company: Tential
Location: Torrance
Posted on: May 6, 2022

Job Description:

OVERVIEW OF POSITION: Responsible for acting as a patient advocate to help resolve patient issues pertaining to claims, benefits referrals, physicians and access. Assists with patient education and ensures that required services are delivered to patients. Serves as a liaison between the patient and other department sites. Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues. ESSENTIAL FUNCTIONS:

  • Consistently exhibits behavior and communication skills that demonstrate a commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
    • Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate.
      • Assists other Patient Support Center Representatives and Supervisors with daily paperwork load as needed to resolve and/or document patient issues.
        • Exchanges complex and sensitive information with internal and external customers while acting as a patient advocate.
          • Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
            • Answers customer calls to address inquiries and concerns within set productivity guidelines. Accesses Language Line for non-English patients as needed.
              • Resolves a wide variety of customer service issues.
                • Utilizes internal systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs.
                  • Utilizes resource center and relevant websites.
                    • Translates oral information into concise and accurate written documentation per guidelines.
                      • Assists new or potential members in the choice of PCP and supplies general information about medical group.
                        • Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH).
                          • Data enters PCP changes into the system and processes paperwork as necessary.
                            • Completes end-of-shift report and communicates information to the next shift operations.
                              • Accesses language line for non-English patients as needed.
                                • Understands the roles and responsibilities of multiple internal departments.
                                  • Manages own work queues within set productivity guidelines.
                                    • Demonstrates customer service-oriented behavior at all times.
                                      • Uses, protects, and discloses patients' protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
                                        • Performs additional duties as assigned. EDUCATION: - 1 or 2 years of post-high school education or a degree from a two-year college. EXPERIENCE: Minimum: - Over 1 year and up to and including 3 years of experience. - Over 2 years of customer service experience. - Multi-line telephone experience. Preferred: - 1 or more years of experience in a healthcare setting. KNOWLEDGE, SKILLS, ABILITIES: - Computer literate. - Proficient in Microsoft applications (Word, Excel). - Strong data entry skills. - Ability to type 30 wpm . - Customer service-oriented. - Excellent verbal and written English communication skills. - Ability to demonstrate active listening skills. - Excellent telephone skills and telephone etiquette. - Ability to handle difficult customer situations in a positive manner. - Ability to maintain composure in a challenging situation. - Excellent problem-solving skills. - Organized, detail-oriented and task-oriented. - Ability to multi-task and be flexible. - Self-motivated and team player. - Knowledge of medical terminology preferred. Bilingual preferred (English/Spanish) Job Types: Full-time, Contract Pay: $17.00 - $19.00 per hour Hours: Part-time : Flexible on shift times COVID-19 considerations: This role is 100% Remote in Pacific Time Zone

Keywords: Tential, Torrance , Remote Patient Support Center Representative - Part Time, Other , Torrance, California

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