Contact Center Associate I

SUMMARY:

The Contact Center Associate I helps patients get the care they need, with a primary focus on insurance authorizations. This role makes outbound calls to primary care providers to secure authorizations and schedules new patient appointments efficiently and accurately. Experience with insurance authorization processing and customer service is preferred

ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Serves as the first point of contact for new patients and referring doctors needing to schedule and reschedule appointments.
• Resolves caller needs including addressing complaints, providing direction, connecting patients with the clinics or doctors, etc.
• Meets the established call center associate metrics for quality, schedule adherence, hold times, call completion, productivity, and caller satisfaction.
• Maintains an appropriate professional appearance and demeanor in accordance with Company policies.
• Keeps commitments and keep direct supervisor informed of work progress, timetables, and issues.
• Maintains strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
• Other duties as assigned by management.