Referral Call Center Operator

DEPARTMENT: MEDICAL

JOB TITLE: REFERRAL CALL CENTER OPERATOR

REPORT TO: REFERRAL SUPERVISOR/RN Supervisor

BASIC FUNCTION:

Essential Functions: Under the general supervision of a Referral Supervisor/RN Supervisor, is to provide high-quality care, accurate information, documentation to patients during Referral status calls. Takes Referral calls from patients and their duties include handling many inbound and outbound calls to and from patients, health plans, specialties as well listening to patient needs or concerns and providing helpful solutions or answers to their problems.

REPRESENTATIVE DUTIES:

The duties recorded below are intent to represent the functions of the class accurately and are not intended to cover every single function of the job.

· The Referral Call Center Operator must have excellent communication skills and able to transfer calls with the use of Telecommunication equipment including headsets and should have some understanding of the telecommunication equipment as well experienced with the ins and outs of a multi-line phone system

· The Referral Call Center Operator will act as a liaison to the Referral Center, provide services information, answer questions, and resolve any emerging problems that our patient accounts might face with accuracy and efficiency

· Take customer calls and provide accurate, satisfactory answers to their queries and concerns

· De-escalate situations involving dissatisfied patient related to Referrals, offering patient assistance and support.

· Review customer or patient electronic chart, providing Referral update and information about Referral status.

· Review details and expectations about the referral with patients

· Assemble information concerning patient's referral needs. Per referral guidelines, provide appropriate clinical information to specialist referral patient representatives

· Assist patients in problem solving potential issues with Referrals related to the health care system, financial or social barriers (e.g., request interpreters as appropriate, transportation services or prescription assistance).

· Be the system navigator and point of contact for patients and families, with patients and families having direct access for asking questions and raising concerns with Referrals. May assume advocate role on the patient's behalf with the Referral Center to ensure follow up by Referral Clerk approval of the necessary supplies/services for the patient in a timely fashion.

EDUCATION AND EXPERIENCE:

Must have high school diploma. Strong customer service focus. Effective verbal and written communications skills. Bilingual in English and Spanish preferred but not required. Six months to one year of Referral experience.

WORK DIRECTION, LEAD AND SUPERVISORY RESPONSIBILITIES:

Not applicable-no assigned permanent staff to supervise.

PHYSICAL EFFORT:

Intermittent physical activity including sitting, walking, standing, carrying, bending, speaking. Must have sufficient freedom of body movement to stand up, sit down, and move throughout workstation. Must have coordination of sight and body movements to use office equipment.

CONTACTS:

Supervisor, co-workers, physicians, other Innercare personnel, pharmacists, patients, vendors, hospital staff, Health Department personnel, and the general public.

WORKING CONDITIONS:

Work performed under stressful conditions. Must comply with the Innercare’s Corporate Program.

HIPPA/COMPLIANCE:

Maintain the privacy of all patient, employee and volunteer information and access such information only on a need to know the basis for business purposes.

Comply with all regulation regarding corporate integrity and security obligations. Report unethical, fraudulent or unlawful behavior or activity.

NOTE: THIS JOB IS NON=EXEMPT UNDER FLSA PROVISIONS.

Innercare is an Equal Opportunity Employer. In compliance with the American with Disabilities Act, Innercare will provide reasonable accommodation to qualified individuals. Innercare encourages both incumbents and individuals who have been offered employment to discuss potential accommodations with the employer.

Job Types: Full-time, Temporary

Pay: $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Ability to Commute:

• Brawley, CA 92227 (Preferred)

Ability to Relocate:

• Brawley, CA 92227: Relocate before starting work (Required)

Work Location: In person

Salary : $22