Patient Account Representative - Call Center
Under the general supervision of the Supervisor and Manager, the Specialist is responsible for providing exemplary customer service and enrollment support to multiple types of callers including patients, caregivers, physicians, and pharmacies in a high-volume call center setting.
The specialist collaborates with callers support various patient assistance functions to facilitate co-pay program enrollment, online portal account services, and claims support.
The specialist responds to all account inquiries and accurately and efficiently documents all interactions into the database/system in compliance with HIPAA regulations and program process requirements.
Other Details Important to Know!
Training (Paid) Hours: 9:30 am to 5:30 pm
Shift Hours : 8:45 am to 5:45 pm OR 10:15 am to 7:15 pm **it is ideal someone has a flexibility to work a combination of these 8 hour shifts, within a week
Interviews w/Company Directly Start: 11/21
Interviews with Randstad: Happening Now
Transportation: Bethesda Metro Station
Contract Length: Through January/February 2020
-Handles inbound and outbound follow-up calls in a high-volume call center
-Provides quality customer service while closely adhering to approved call scripting, standard operating procedures (SOPs) and work instructions (WIs)
-Identifies customers?? needs, clarifies information, researches every issue and provides solutions
-Validates completeness of all required information and provides guidance to patients and providers via phone, secure messaging, and emails
-Determines patient??s eligibility, provides answers to questions, and facilitates program process over the phone or via portals
-Provides exceptional customer experience by showing compassion, empathy, active listening, and genuine care
-Resolves any customer requests in a timely and accurate manner; escalates service issues as needed
-Displays patience, willingness to help, and goes an extra mile to assist the patients and providers
-Thoroughly and accurately documents all inquiries and process steps
-Shows outstanding performance results based on the defined call center performance metrics
-Effectively manages both on-call and off-call processes with attention to detail, efficiency, and accuracy
-Effectively utilizes tools, training, and knowledge repository to accurately inform callers of processes and ensure responses and process management are consistent with program SOPs and WIs
-Other responsibilities and duties as assigned
Working hours: 8:45 AM - 5:45 PM
Previous experience in a customer support role within call center is required; medical experience is highly preferred.
Demonstrated ability to have excellent levels of call quality, provide high levels of customer satisfaction, and resolve customer questions / issues is required
Experience with documenting information into CRM systems and accurately following processes is required
Knowledge of medical terminology and healthcare guidelines (such as HIPAA) as well as global understanding of commercial and government payers strongly preferred
High school degree required.
College degree preferred.
Excellent verbal and written communication skills (must clear and articulate - many callers are elderly with diseases that may impact their ability to hear or understand)
Ability to consistently demonstrate empathy, compassion, active listening, and genuine care for others (even during times when customer is difficult or angry)
Positive attitude and self-starter
Excellent interpersonal and customer service skills with a focus on customer satisfaction
Computer literacy and ability to navigate multiple systems efficiently as well as ability to clearly and accurately document information
Detail oriented and highly organized
Ability and initiative to work independently or as a team member
Ability to multi-task, set priorities and manage time effectively in a high call volume environment
Ability to follow directions, accurately follow SOPs and WIs, and adapt to frequent changes
Please apply here and a Randstad representative will reach out to you if you are a fit for this position, or other applicable roles! If you'd like to follow up, please email firstname.lastname@example.org.
Qualified candidates will be considered IMMEDIATELY and selected for next steps!
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.