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Medical Call Center Representative
3 months ago
The Medical Call Center Representative serves as the primary point of contact for customers seeking travel-related emergency assistance. This role is responsible for the accurate coordination of case management for all assistance requests by conducting research, providing assistance, and documenting case notes in accordance with Quality and Customer Service standards. Calls and documentation can include collection of medical information and HIPAA-compliant sensitive materials.
Assist America's 24-hour-a-day, 365-day-a-year Operations Centers are staffed by experienced, knowledgeable, multilingual emergency certified medical and assistance professionals. As a result, this role requires 3 shifts per week across both weekdays and weekends. Each shift is 12.5 hours and there are 2 shifts per 24 hours: 6:45am-7:15pm and 6:45pm-7:15am. The ideal candidate will be able to work one night shift per week. Exclusive night shifts are also available for interested candidates.
THIS POSITION IS ONSITE WITH NO REMOTE OPTION. CANDIDATES MUST BE LOCAL TO PRINCETON, NJ.
Responsibilities and Duties:
- Respond to travel related inquiries in support of Assist America’s services. May include service requests related but not limited to medical referrals, medical monitoring, medical evacuation, medical repatriation, benefit inquiries, lost luggage, lost documents, repatriation of mortal remains, medical claims processing, etc.
- Summarize medical records and liase with medical consultants and treating medical officer.
- Receives non-emergency and emergency requests for Assist America services; obtains relevant information and inputs data; evaluates and prioritizes calls for services; acts as the first point of contact for clients over the phone; escalates as necessary.
- Document all case management-related information using Case Management Software (CMS).
- Performs data entry, maintains files and reference manuals; and performs other clerical duties.
- Provide liaison service to Assist America members, clients, and providers.
- Collaborate effectively with team members within and outside the Operations department to ensure seamless experience for the company’s clients.
- Actively participate in department and interdepartmental meetings and share knowledge and insights to help strengthen the department and organization.
- Research information within in-house database of providers and other useful information to aid both clients and staff.
- Create a team environment by assisting colleagues as needed and participating in various assignments and events geared toward inter and intra-department causes.
- All other duties as assigned.
Qualifications:
- Bachelor’s degree
- 2-4 years’ experience in customer service, and/or Assistance industry or an equivalent combination of education and experience; skills, knowledge, and abilities, essential to the successful performance of the duties assigned to this position
- Excellent customer service skills.
- Excellent communication skills required. Candidates must have the ability to speak, listen, and write in a professional manner.
- Command of time management and organizational skills.
- Travel-minded with an understanding of and appreciation for different cultures.
- Foreign language skills preferred - Arabic, Spanish speaking + plus
- Familiarity with Microsoft Office or similar suites of products.
- The ability to remain calm during stressful situations and handle multiple tasks at one time.
- The ability to work shift work, holidays, and work mandated overtime when required.
- Candidates must submit to and satisfactorily pass a drug screening.
- Candidates must agree to and satisfactorily pass comprehensive background checks. The background checks will include education verification, past work history reference checks, and a criminal records check.
- Confidentiality statement. All candidates must sign a confidentiality statement relating to the disclosure / safekeeping of sensitive information deemed confidential by Assist America.
About Assist America
Founded in 1990, Assist America, Inc. is the nation’s largest provider of global emergency medical services through employee and student benefit plans. We cover benefit holders and their dependents for business travel, vacations and personal trips for which the moral and legal employer responsibility is lifted. Our members enjoy complete peace of mind, freed from dealing with complex decisions and financial considerations during difficult times, and secure in knowing that a phone call to Assist America will put our vast network of resources in motion on behalf of any medical travel emergency. And, if appropriate medical care is not available locally, we will transport a patient, to the nearest facility capable of providing the required care.
Assist America is an equal opportunity employer and is especially interested in qualified candidates who can contribute to the diversity and excellence of the Assist America team.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 12 hour shift
- Day shift
- Holidays
- Monday to Friday
- Night shift
- Weekends as needed
Experience:
- Customer service: 2 years (Required)
- Medical: 1 year (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
Work Location: In person
