Healthcare Contact Center Representative

1 month ago

West Palm Beach, United States Pelvic Rehabilitation Medicine Full time

Job Type

Full-time

Description

Pelvic Rehabilitation Medicine is a physician-led specialty healthcare organization whose core business is providing evidence-based, individualized treatment services for chronic pelvic pain patients. Approximately 15-25% of men and women suffer from pelvic discomfort. In the US chronic pelvic pain affects 28 million women and is projected to grow to 43.6 million by 2050 according to the NICHD.

Persistent pelvic pain is often overlooked, untreated, and misguided. At PRM, our mission is to decrease the time patients are suffering from pelvic pain symptoms. Pelvic Rehabilitation Medicine has positioned itself at the center of the pelvic pain ecosystem. We are nationally recognized experts dedicated to reducing the number of people suffering from this affliction. Our unique

in-office, ultrasound-guided approach to the pelvis is the first of its kind in the country. Our team focuses on diagnosing and treating chronic pelvic pain in women and men with a procedure that is safe, effective, and more comfortable than what has been offered by pelvic pain providers in the past.

Pelvic Rehabilitation Medicine was formed in 2017 and is headquartered in West Palm Beach, FL. Since its inception, PRM has experienced rapid growth and routinely attracts patients from across the US and internationally. Pelvic Rehabilitation Medicine's fast-paced success has garnered the investment community's attention, positioning it to expand into new markets.

JOB TITLE: Healthcare Contact Center Representative

TYPE: Full-time (Hybrid potential)

*Potential opportunity for remote work days based on performance

DEPARTMENT: Operations

Hours: Mon-Fri 9:00 am - 5:00 pm

SALARY: $18-20 per hour

*Employee will be eligible to participate in an incentive compensation program tied to performance metrics.

BENEFITS: Health, Vision and Dental, Paid holiday and PTO, FSA, High-income potential with base and bonus structure

ROLE OVERVIEW:

This position is responsible for providing effective customer service to patients, referring providers, insurance companies, and other medical facilities. The position's primary responsibility will be to handle the scheduling of new patient visits by answering a high volume of inbound calls via an automated phone system, making outbound calls to patients that have requested appointments, and answering patient questions. This person will ensure patients consistently understand the mission of PRM and are able to easily book an appointment at one of PRM's nationwide offices.

This role will set the performance standards of a fast-paced call center that maintains an internal sales culture - a candidate who thrives in an environment that is all about supporting business growth and loves talking to people and ensuring they have their needs met should apply right away

The ideal candidate for this role will have a passion for helping others and making a difference in their lives and have a drive for ensuring that every patient interaction results in an appointment on the schedule, a patient feeling as if they have all their answers, or the referring community knowing PRM is their partner.

Duties and Responsibilities:

  • Answering phones via an automated system to respond to all inquiries made by patients, referring providers, insurance companies, and other medical facilities.? Must be able to handle a high volume of incoming calls per day, typically 50-150 calls.
  • Achieve performance targets in line with business objectives for assigned areas.
  • Handling existing patient needs such as: re-scheduling patient appointments, medication requests, and notifications to our clinical offices as required via telephone calls and written notification to patients.
  • Screening and routing patient calls to other departments efficiently, ensuring accurate patient data is routed into scheduling software (eCW).
  • Listening intently when reviewing patient experiences and care concerns by actively listening, instilling trust and confidence, and conveying professionalism to patients, providers, and staff members involved.
  • Obtaining complete and accurate clinical, demographic, and financial information during the scheduling process, making sure to enter data in the scheduling system and other applications.
  • Collects relevant caller data on every call to assist with measurement, tracking, and reporting activities to ensure timely patient follow-up and resolution of all appointment requests.
  • Collecting all data necessary for the basic pre-registration and insurance verification and authorization process.
  • Providing patients with prep and other appointment instructions via phone and email as necessary.
  • Send electronic messages (telephone encounters) to clinical staff according to workflows
  • Recognize an emergent situation and triage calls to appropriate departments (Billing, Clinical, Operations).
  • Collects relevant caller data to assist with measurement, tracking, and reporting activities.
  • Processing bill payments
  • Other duties as assigned.
Requirements

Required Qualifications:
  • Confidentiality of Information: This role has full access to patients' Protected Health Information (PHI) and must adhere to all confidentiality and privacy policies and procedures as required by HIPAA (Health Insurance Portability and Accountability Act of 1996).
  • Ability to meet performance standards of a fast-paced call center that handles a large volume of inbound calls and makes a large volume of outbound calls to follow up with website appointment requests.
  • Ability to answer incoming telephone calls in a fast-paced call center environment.
  • Must be able to multi-task (i.e., accurately research and document calls while speaking on the telephone) with appropriate speed and accuracy.
  • Ability to analyze complex provider schedules and workflows.
  • Ability to assess the root cause of the inquiry to provide a first-call resolution - which is often scheduling an appointment.
  • Always maintain positive customer service and articulate well when speaking to patients, family members, employees, and medical staff.
  • Prior customer service experience.
  • High school or equivalent (Required).
  • 1+ years of experience working in healthcare.
  • Experience working with a team.
  • Patient, Yet Persistent
  • Leads by example, and is a champion of change.
  • Enthusiastic, strong communicator, able to effectively demonstrate empathy when required towards patients and team members.
Preferred Qualifications:
  • College Degree.
  • Sales Experience or relevant education and experience in sales-driven customer service is preferred.
  • Previous experience in a call center and/or medical practice is desired.
  • Familiarity with medical terminology.
  • Experience working at the front desk of a clinic, scheduling patients.
  • Strong clerical skills, PC skills, and comfort using multiple programs simultaneously.
  • Strong written and oral communication skills.
  • Effective organizational, time management, and prioritization skills.
  • Consistent follow-through skills.
  • The ability to adapt to change to meet the needs of the clients and department.
  • The ability to work independently and in a team environment.


At Pelvic Rehabilitation Medicine, we value, welcome, appreciate, and celebrate differences. PRM is proud to be an equal opportunity employer. Employment at PRM is based solely on a person's qualifications directly related to professional competence. We do not discriminate based on race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state or federal law or local ordinance.

Salary Description

$18-20 per hour

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