Medical Contact Center Agent
- Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally;
- Obtain and enter accurate demographic information into the clients Health System application;
- Accurately schedule and register patients for appointments utilizing the clients Health System software;
- Accurately communicate appointment date, time, location and the providers name to the patient;
- Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
- Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings and other campaigns;
- Follow the appropriate escalate protocols for Triage (red flag) calls;
- Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number;
- Maintain up-to-date knowledge of the clients Health System policies and procedures as they apply;
- Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure;
- Performs other duties as assigned by Leadership.
- High School diploma or equivalent required;
- Health Care and Customer Contact Center experience preferred, but not required;
- Ability to handle a call center environment. Work efficiently, accurately and be able to multi-task;
- Ability to exercise good judgment to handle calls appropriately;
- Must be able to navigate through multiple databases that are utilized though Healths software application;
- Must be able to type a minimum of 30 words per minute with 95% or greater accuracy;
- Must have excellent interpersonal and communication skills both written and orally;
- Proven ability to work as a member of a team is required;
- Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations;
- Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
- Team members must have a smart phone to download and use an authentication application to gain access to the client data platform;
- Team members must be aware and prepared that training will consist of 2 to 4 weeks of in-house and virtual training;
- Team members will be eligible to transition to a remote location within 60 to 90-days of their start date once the team member has proven the ability to work independently and successfully meet the required goals and key performance indicators;
- All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions;
- All full-time team members will be scheduled 38.5 hours per week.
- 10 days paid vacation
- 12 paid holidays
- 6 sick days accrued over the year
- Insurance Eligibility the 1st of the month after 30 days of employment
- Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
- Short/long term disability
- Life insurance 2x salary
- Employee recognition events
- Company matched 401(k) plan
- Reasonably priced delicious food options on site (except at Glenview location)
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