1 PartnersACCESS Call Center Representative (Remote Option) Job in Albemarle, NC
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PartnersACCESS Call Center Representative (Remote Option)
$34k-45k (estimate)
Full Time | Ambulatory Healthcare Services
2 Days Ago
Partners Health Management is Hiring a Remote PartnersACCESS Call Center Representative (Remote Option)
Competitive Compensation & Benefits Package! Position eligible for –
Office Location: Flexible for any of our locations; Remote Option
Work Schedule: Tues - Sat, 9:30a - 6p
Projected Hiring Range: $33,111.89 - $40,207.28 (Depending on Experience)
Closing Date: Open Until Filled Primary Purpose of Position: This position provides nonclinical administrative support to the PartnersACCESS call center. The Call Center Representative primary responsibility is to answer inbound calls and assist callers by connecting them to the appropriate party, sharing information, providing technical assistance, answering questions, handling and/or resolving complaints. Must maintain a high level of professionalism, patience and empathy working with callers who may be frustrated and may have complex medical, behavioral health, intellectual and other developmental conditions; and must still maintain the highest level of customer satisfaction by seeking first call resolution.
Must live in North Carolina and preferably in Partners counties.Role And Responsibilities
Education/Experience Preferred: Associate degree or higher and one (1) year of healthcare or MH/SU/IDD/TBI experience, or Associates Degree in Nursing (ADNs) and at least one (1) year of healthcare and/or MH/SU/IDD/TBI experience.
Bilingual in English/Spanish preferred.
Licensure/Certification Requirements: N/A
Work schedule is Tues - Sat, 9:30a - 6p.
- Annual incentive bonus plan
- Medical, dental, and vision insurance with low deductible/low cost health plan
- Generous vacation and sick time accrual
- 12 paid holidays
- State Retirement (pension plan)
- 401(k) Plan with employer match
- Company paid life and disability insurance
- Wellness Programs
Office Location: Flexible for any of our locations; Remote Option
Work Schedule: Tues - Sat, 9:30a - 6p
Projected Hiring Range: $33,111.89 - $40,207.28 (Depending on Experience)
Closing Date: Open Until Filled Primary Purpose of Position: This position provides nonclinical administrative support to the PartnersACCESS call center. The Call Center Representative primary responsibility is to answer inbound calls and assist callers by connecting them to the appropriate party, sharing information, providing technical assistance, answering questions, handling and/or resolving complaints. Must maintain a high level of professionalism, patience and empathy working with callers who may be frustrated and may have complex medical, behavioral health, intellectual and other developmental conditions; and must still maintain the highest level of customer satisfaction by seeking first call resolution.
Must live in North Carolina and preferably in Partners counties.Role And Responsibilities
- Ability to learn complex information about two Medicaid health plans and their benefits.
- Work in a call center environment and interact with callers who are generally members and providers, to deliver information, answer frequently asked questions, and address complaints.
- Route calls to the appropriate resource. Including appropriately identifying and elevating those more complex or crisis calls.
- Understand Health/Mental Health (MH)/Substance Use (SU)/Traumatic Brain Injury (TBI)/Intellectual/Developmental Disability (I/DD) treatment needs, benefit information and referral of members calling to determine if they may potentially qualify for services.
- Review call notes, enrollments, registrations, or other identified documents for completeness and/or accuracy.
- Collect and enter demographic data into the electronic record, completion of appropriate forms, explanation of services, benefits and resources, verifies Medicaid and dispatch.
- Provide follow up calls.
- This position demands a high level of accuracy and confidentiality. Information must be handled according to NC standards and rules, state and federal laws and LME/MCO and NCQA standards, procedures, policies and protocol.
- Trained on the requirements, policies and procedures of the BH I/DD Tailored Plan operating in North Carolina and can respond to all areas within the Member Handbook and Provider Manual, including resolving claims payment inquires in one touch.
- Screenings are completed using standard and specialized computer programs.
- Inputs accurate information into the system and unlocks electronic service records with appropriate consents, enters all necessary data elements into data systems
- Must be a team player and have a positive attitude.
- Establish and maintain effective working relationships within the unit, agency, and service system
- Consistently demonstrate professionalism, tact and diplomacy in handling volatile callers and/or working with contract providers and other external parties.
- Participate in Unit Staff meeting, Agency Staff meetings, (All staff meetings) and assigned committees.
- Interacts by phone with providers to provide information in response to inquiries, concerns, and questions.
- I nteract with providers to provide information in response to inquiries about services and other resources.
- BH I/DD Tailored Plan eligibility and services.
- Health, mental health, substance use, traumatic brain injury and intellectual/developmental disability service delivery and NC Medicaid Managed Care system as well as the resources available in the community.
- Call center functions, member population, potential for crisis issues, confidentiality laws and program protocols/policies.
- High level computer skills.
- Ability communicate effectively orally and in writing, have good keyboarding skills and be able to multi-task.
- Ability to provide technical assistance to both members and Providers.
- Ability to maintain confidentiality when screening and referring calls.
Education/Experience Preferred: Associate degree or higher and one (1) year of healthcare or MH/SU/IDD/TBI experience, or Associates Degree in Nursing (ADNs) and at least one (1) year of healthcare and/or MH/SU/IDD/TBI experience.
Bilingual in English/Spanish preferred.
Licensure/Certification Requirements: N/A
Work schedule is Tues - Sat, 9:30a - 6p.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Ambulatory Healthcare Services
SALARY
$34k-45k (estimate)
POST DATE
07/04/2024
EXPIRATION DATE
07/31/2024
WEBSITE
partnersbhm.org
HEADQUARTERS
GASTONIA, NC
SIZE
200 - 500
FOUNDED
2012
CEO
RHETT MELTON
REVENUE
$10M - $50M
INDUSTRY
Ambulatory Healthcare Services
Related Companies
About Partners Health Management
Partners Health Management is the local manager of mental health, substance use disorder, and intellectual and developmental disabilities treatment available through Medicaid, state, and county funding. We contract with care providers to ensure that treatment options are available for eligible residents of Burke, Catawba, Cleveland, Gaston, Iredell, Lincoln, Rutherford, Surry, and Yadkin counties. Our Crisis Line is available all day, every day at 1-888-235-HOPE (4673). Learn more about us at www.PartnersBHM.org.
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