Patient Care Advocate Senior

Company : Allegheny Health NetworkJob Description : GENERAL OVERVIEW : This job is responsible for answering routine and complex calls received into the centralized call center for all service lines. The incumbent will use the appropriate procedures, tools and equipment to answer inquiries to provide First Call Resolution as often as possible. This level of representative will rely on prior professional experience and advanced job skills to resolve complex inquiries on a regular basis. This group will also handle special projects and campaigns as part of their job responsibilities.ESSENTIAL RESPONSIBILITIES

• Phone work - Assisting patients with all requests and specialties during business hours (8 : 00am-5 : 00pm) as well as nights and weekends. Promptly answers a multiple line telephone system and processes complex medical service requests in a confidential manner with strict adherence to policies and procedures. Ascertains the reason for a patient's call. Follows established protocol and uses independent judgment to appropriately refer a patient to a physician or specialist as necessary. Maintains department productivity levels for customer satisfaction. (80%)
• Working with leadership on professional development, Maintains department productivity levels for customer satisfaction. (10%)
• Outbound projects, Routinely participates in special projects and campaigns as assigned by leadership. Maintains department productivity levels for customer satisfaction. (5%)
• Performs other duties as assigned or required by management. (5%)QUALIFICATIONS : Minimum
• High School / GED
• 5 years in Customer service OR 3 years of Physician scheduling OR 1 year of Care Connect schedulingPreferred
• Associate's DegreeDisclaimer : The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy.Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.Pay Range Minimum : $18.50Pay Range Maximum : $26.26Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.orgCalifornia Consumer Privacy Act Employees, Contractors, and Applicants Notice Learn More

Salary : $19 - $26