Medical Contact Center Agent (Bilingual English / Spanish)

Must have a smart phone to download and use an authentication application to gain access to the client data platform. Training will consist of 4-weeks of in-house training onsite at 1850 W Roosevelt Road, Chicago, IL 60608. Team members will be eligible to transition to a remote location within the 60-days of their start date once the team member has proven the ability to work independently and successfully meet the required goals and key performance indicators. All team members will be required to attend scheduled in-house trainings sessions, coaching, and performance sessions. STATEMENT OF PURPOSE :   The Medical Contact Center Agent will be responsible for outbound and inbound calls, voicemails, and emails to / from insurance plan members in a high-performance contact center environment.

This position requires high quality customer service assistance when responding to inquiries pertaining to a variety of Primary Care Providers (PCP), Health Risk Screenings (HRS), and other campaigns.

Medical Contact Center Agent will be responsible for scheduling and registering appointments for the Health System by utilizing all available informational tools and websites.

Calls may consist of requests for additional insurance plan information, such as, id cards, welcome packets, PCP changes, and transfers to other contact centers. PRINCIPLE DUTIES AND RESPONSIBILITIES, BUT ARE NOT LIMITED TO :

• Effectively respond to inbound calls, voicemails, or emails promptly, politely, and professionally;
• Obtain and enter accurate demographic information into the clients Health System application;
• Accurately schedule and register patients for appointments utilizing the clients Health System software;
• Accurately communicate appointment date, time, location and the provider’s name to the patient;
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
• Conducting outbound calls to welcome members to the program and to conduct or schedule a Health Risk Screenings and other campaigns;
• Follow the appropriate escalate protocols for Triage (red flag) calls;
• Conduct research to confirm and validate insurance member demographics, specifically for, name, address and phone number;
• Maintain up-to-date knowledge of the clients’ Health System policies and procedures as they apply;
• Adhere to the HIPAA (Privacy Act) as it relates to the confidentiality of information released with policies and procedure;
• Performs other duties as assigned by Leadership.