Bi-lingual Spanish/English - Customer Service Rep.
The Health Risk Assessment Scheduler will place outbound and take inbound calls from members to schedule a home visit for our providers.
The Scheduler must be comfortable making 200+ outbound calls a day and working in an independent environment.
The Scheduler will also work with insurance portals and verify eligibility of members before scheduling.
Place 200+ outbound calls to potential patients daily
Take inbound calls daily from members returning the original call
the assessment to members, entice the member to agree to a free benefit provided by their insurance and secure the scheduled visit
Communicate effectively with the department through email about provider's schedule status, leads to call, and any daily assignments
Create a work relationship with assigned providers to communicate about schedules and perspective/ scheduled patients. Will be the primary point of contact for designated providers.
Develop a map to track location of potential patients and scheduled appointments. Schedulers must use maps and the list of leads to decide where their provider will travel
Access various insurance portals to verify members before outreach. Learn about each insurance portal and find eligible members
Update electronic medical records, specifically NextGen software. Every patient scheduled has an electronic medical record with scheduled appointments attached
Respond to emails throughout the day from providers, other schedulers, and upper management in a timely manner
Update scheduling software. Become familiar with the scheduling software that is used and effectively schedule appointments for appointed providers, update patient demographics, and notate calls made to members
Meet daily/ weekly/ monthly standards set for the department. Schedulers are monitored on a daily, weekly, and monthly basis to record progress. Call recordings are pulled sporadically to keep schedulers on target with compliance
Working hours: 8:30 AM - 5:00 PM
Customer Focus: Acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust and respect
Dealing with Ambiguity: Can effectively cope with change, can shift gears comfortably, doesn't have to finish things before moving on
Learning and Applying Quickly: Learns quickly when facing new problems, experiments and will try anything to find solutions, enjoys the challenge of unfamiliar tasks
Organized: Can orchestrate multiple activities at once to accomplish a goal, arranges information, emails, and other files in a useful manner
Problem Solving: Probes all fruitful sources for answers, looks beyond the obvious and doesn't stop at the first answer
HS Diploma or Equivalent
2-3 years of Customer Service Experience
Comfortable making outbound calls to members
Proficient MS Office
Bilingual - Spanish/English
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