Job Description

APR Consulting, Inc. has been engaged to identify a Call Center Representative

Location: Duluth, GA 30096 - Fully Remote - Prefer within 75 miles of client’s facility.

Position: Call Center Representative

Pay Rate: $21/hr

Duration: 6 months

Shift/Schedule: Expected Shift: Varies - 7am - 7pm EST

Job Summary

• This position is responsible for providing high quality telephone and support services to members, staff and associates via the automated call distribution system or approved telephony system.
• This position is responsible for ensuring timely and efficient practitioner, hospital, and patient communication support and other support as required.
• The incumbent will answer telephone calls and schedule appropriate appointments, answer medical records inquiries, following established policies and procedures.
• The role also follows appropriate processes for connections to the advice nurse for clinical review based on appropriate symptoms list or guidelines.
• The position answers questions about the member's health plan, medical records and forms and supports message management processes.
• All calls will be conducted in a prompt, professional, concise, courteous, standardized, and accurate manner to assure customer-focused service.
• The position is also responsible for managing incoming calls to the regional operator line and routing to appropriate department.
• The incumbent maintains proficiency in navigating the electronic medical record for scheduling and/or information gathering and completing required documentation in all appropriate systems.
• Ensures members' requests for forms and medical records are completed within turnaround time goals or expedited when required. When appropriate fulfills releases records with a verbal request following guidelines and protocols.
• Manages calls on the Regional Operator Line. and ensures callers are transferred to the appropriate department.
• Supports secured messaging via designated technology including chat, cell phone, text messaging or other identified tool.
• Responds to and follows-up on messages left on the Regional Operator Line voicemail.
• May participate in special projects, studies, or other activities as directed

Requirements

• Education: High School Diploma or General Education Development (GED) required
• Minimum one (1) year experience in a similar customer service position.
• Minimum one (1) year experience in a high volume call center or chat experience.
• Working knowledge of PC with keyboarding skills of 35 wpm minimum
• Ability to communicate effectively and courteously on the telephone.
• Ability to effectively interact and negotiate with diverse work units at all organizational levels
• Demonstrated analytical and problem-solving skills.
• Complete a Customer Service Assessment.
• Customer service aptitude demonstrated through Customer Service Assessment.
• Knowledge of medical terminology.

Preferred qualifications:

• Appointment-setting experience in a clinical setting or health care service role preferred.
• Medical Records experience in a clinical setting responding to inquiries for health information for forms and records preferred.

Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Don't miss out on this amazing opportunity! If you feel your experience is a match for this position please apply today and join our team. We look forward to working with you!

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