Job Details
Resource Planning Associate Representative
Location: Fully Remote - candidate must be located in Florida, Georgia, Illinois or Tennessee
Schedule: Monday-Friday, 7:30am - 5pm CST
Assignment Length: 3-6 months, opportunity for extension/conversion pending performance, attendance and business need
Target Start Date: June 2024, pending release of opening, interview and completion of new hire onboarding
DUTIES:
- Place high volume of outbound calls to potential patients daily
- Take inbound calls daily from members returning the original call
- 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
- 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
SKILLS:
- 2-3 years outbound call center experience (scheduling experience preferred) and /or customer service experience. Demonstrates positive customer service behaviors
- Inbound call center experience is a plus
- Ability to convey information to customers in a warm, clear, concise manner
- 1 year direct sales experience, over the phone preferred
- 1-2 years' experience of health care related work, sales preferred
- Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint)
- Experience with insurance verification portals
- Experience with electronic medical records
- Preferred 50 WPM
- Ability to multi-task, prioritize, and manage time effectively
- Excellent verbal and written communication skills
- "Self-starter attitude
Education:
1) High school diploma or equivalent some college preferred.
Languages:
English Read Write Speak