Overview

TWO SHIFTS AVAILABLE: 7a-4p EST Monday – Friday OR 1p-10p Monday – Friday
**Evening work can be done remote/from home.**
About the Position:
Serves as the primary contact for clinical educators, healthcare providers, and patients regarding VMS educator networks. Will accurately triage inbound calls based upon needs of the customer. Utilizes a variety of systems and databases to perform the role.
Essential Functions:
Solid ability to quickly and accurately triage inbound calls to ensure appropriate transfer of caller including the ability to identify clinical based topics and conversations. Experience with AEPC identification and reporting
Communicate with clinical educators, healthcare providers, and patients via inbound and outbound telephone, fax, mail, e-mail, chat, text, and skype functionality; deliver high level customer service with every interaction
High level of telephonic experience including use of soft skills, active listening, and problem-solving techniques ensuring a high level of customer service with each telephonic interaction
Familiarity with call monitoring and recording compliance parameters
Maintain solid knowledge base on network initiatives, processes, and materials to answer customer questions with confidence and ease
Enter program related information into multiple software systems simultaneously with an intense focus on integrity of data
Maintain solid knowledge base on multiple general office and VMS software systems
Troubleshoot challenges reported by customers; elevate consistent issues to manager for broader solution
Ensure confirmed providers accurately receive appropriate material and information to conduct patient programs
Accurately tabulate information received from program paperwork
Enters data from paperwork received from providers post program into software systems with an intense focus on integrity of data
Review and process program payments
Adhere to process for completing daily tasks; bring forth compliance and process deviations to manager
Proactively identify areas for improvement and recognition, both individually and as a team
Applicant must fully understand all VMS, client, and industry mandated rules and regulations
Ensure all activities are conducted and properly executed in a manner that is strictly compliant with all VMS, client, and industry mandated rules and regulations
Handle and manage sensitive information and patients’ Personal Health Information (PHI) responsibly and within VMS compliance parameters
Required Education and/or Experience:
Associate’s degree with minimum 2-4 years related experience required in customer service or call center
Contact center experience in the healthcare industry strongly preferred, but not required
Contact center customer relationship management (CRM) systems experience
Healthcare software systems experience
Required Skills:
Excellent written and verbal communication skills
Ability to quickly learn and accurately retain knowledge in numerous contact center and data entry systems
Team and solution oriented
Highly adaptable, flexible, and ability to prioritize multiple tasks
Detail oriented, highly accurate, and strong organizational and customer service skills
Ability to differentiate between various approval processes, scopes of services and contract implications of various project types
Ability to conceptualize projects from beginning to end, both big picture and the details needed to accomplish desired results
Ability to proactively identify potential issues, risks and implementation concerns
Advanced knowledge of Microsoft office required


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