Member Service III

POSITION SUMMARY:

Under the general direction of the Call Center Manager, the Member Service III is responsible for assisting the Call Center Manager facilitate the Call Center operations and provide telephone appointment and referral support in a timely manner. Member Service III may also be required to perform other member service duties such as answering phones, scheduling appointments, reviewing, and forwarding faxes.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Listed below you will find essential duties and responsibilities to successfully perform this job. Reasonable accommodation will be granted, as necessary to perform the essential duties and function of this position.

• Answer phone calls - Answer phone calls with a friendly positive attitude.
• Schedule - Follow the Universal Schedules to make an appointment for the right site.
• Direct calls - Direct calls to the right department and site. If no one is unable to answer or not available transfer the call to the voice mail or take a message by e-mailing it.
• Reminders - Send reminders to the right person(s) and site.
• Reschedule - Reschedule missed appointments the next day.
• Notes - Take notes for all calls into IMS patient’s chart.
• HUD - Check for an extension number, transfer calls, chat regards to work, log in/out from the queues, check your calls time, and check voice mail.
• Voice mail – Check voice mail at the beginning of the day, after lunch and before the end of the day. After checking voice mail, need to return the call back or forward the message to the right department/site/person.
• Ensure all member services responsibilities are rendered with the highest of customer service standards
• Portal - Check for a requested appointment, any notes and any requested prescription refill from patients.
• Health Care Maintenance (HCM) - Call patient for a follow-up appointment.
• Fax – Sort fax to the right department, site and person.
• Roster – Call new patient for an appointment for an establish care and for the established patient, make an appointment for a follow up.
• Keeping assigned provider’s schedule full – Provider’s schedule needs to be a one week full.
• Import Labs into patient files
• Assist with communication between provider, patient, HALO personnel and third party providers
• Adhere to HIPAA, OSHA, other governing authority regulations, and Internal Policies and Procedures
• Monitor validity of forms, responses and communications and make corrections when necessary
• Monitor daily patient schedules and alert the team of any changes.
• Train new staff as requested by Manager
• Assist in creating a productive and collaborative environment.
• Run reports as requested by Management
• Assist in managing day to day operations of the Call Center
• Assistant in managing the Call Center’s computer system
• Attend administrative and managers meetings
• Help resolve patient and employee grievances
• Communicate with clinical sites managers, staffs, and lead
• Ensure that Call Center staff maintain patient confidentiality and security
• Perform and undertake such other duties and responsibilities as are requested by Manager
• Perform other duties and task assigned by Call Center Manager
• Perform and undertake such other duties and responsibilities as are requested by Manager

The requirements listed below are representative of the knowledge, skill, and/or ability required for this position.

• EDUCATION, EXPERIENCE & CERTIFICATION:
  • High School Diploma OR equivalent
  • Three years of experience in call center.
  • Three years of experience using computers and multi-line phones and scheduling appointments.
• SKILLS & KNOWLEDGE
  • Ability to conduct oneself in a profession manner
  • Ability to cooperative and collaborate with a team of healthcare professional to provide non-discriminatory care to underserved patient populations
  • Ability to use Word, Excel, Power point, and Outlook
  • Ability to learn and use Electronic Health Record Systems (e.g., IMS, EPIC and Dentrix).
  • Ability to manage multiple tasks in a high volume environment.
  • Ability to prioritize and perform a variety of tasks in a fast paced environment.
  • Ability to take initiative and function with a high level of independence and problem solve.
  • Ability to maintain a good attendance and report to work on time
  • Ability to effectively communicate (oral and written)
  • Ability to provide good customer/patient services
  • Ability to adhere to the health center’s policies and procedures include but not limited to safety, employment and care services.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, use hands to handle or feel. The employee is also required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually noisy.