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Patient Care Service Agent
2 months ago
At Better Health Group, our mission is to promote Better Health and our passion lies in assisting others.
What Drives You?
• Are you seeking a professional opportunity that fosters personal and career growth?
• Do you have a strong desire to aid others in achieving Better Health?
• Are you prepared to become part of a dynamic team that aligns with your mission?
Why Become a Part of Our Team : At Better Health Group, our dedication, enthusiasm, and culture distinguish us from others. Our Team Members contribute positively every day, supporting our healthcare providers and payors by ensuring they have the essential tools and resources to deliver exceptional healthcare experiences for our patients. We not only express our commitment but also embody it in our daily actions. Join a team that shares your enthusiasm and purpose, and begin to fulfill your mission at Better Health Group.
Key Responsibilities
Position Objective: Are you eager to make a daily impact? You will often be the first voice a patient hears during their time of need. By employing profound empathy and active listening abilities, you will collect and confirm demographic details, skillfully ask insightful questions to uncover the patient's needs, and accurately document the interaction while escalating issues to the appropriate clinic when necessary.
Duties Include:
Responding to incoming calls in a healthcare contact center, providing assistance to our community's seniors. Collecting and confirming demographic information using standard software and systems. Utilizing tools and applying problem-solving techniques to identify immediate caller needs, including urgent situations, and directing calls to the appropriate resources according to established procedures. Documenting all call interactions in accordance with approved operating protocols. Employing effective verbal communication strategies to gather information, instill confidence in the caller, and offer reassurance. Accurately identifying the caller's concerns and documenting them as per protocol. Meeting quality assurance standards and other key performance indicators, including punctuality and attendance. Required Qualifications/ Skills:
High school diploma or equivalent; 2+ years of customer service experience, preferably in a healthcare call center setting. Strong active listening, empathy, professionalism, and problem-solving skills, focusing on first-call resolution and enhancing customer value. Familiarity with Google Suite applications. Experience in data entry and call documentation. Excellent verbal and written communication abilities. Knowledge of medical terminology is preferred. Essential Attributes/ Skills:
Possesses a positive work ethic that inspires others and exemplifies core values and guiding principles. A collaborative team player who offers valuable insights and feedback and can be relied upon to fulfill commitments. Capable of thriving in our Better Health environment by approaching tasks and challenges with enthusiasm and dedication. Engages in activities with focus and determination, defining success in terms of achievement, and can be counted on to reach goals. Demonstrated ability to handle sensitive data with confidentiality. Ability to collaborate across multiple teams; capable of working independently with minimal supervision. Exceptional organizational, time-management, and multitasking skills with a keen attention to detail. Strong written and verbal communication skills; comfortable interacting with senior leadership, providers, and health plans. Excellent interpersonal and presentation skills. Strong critical thinking and problem-solving capabilities. Results-oriented with a commitment to quality execution and delivery. Appreciation for cultural diversity and sensitivity towards the target patient population. We provide a comprehensive compensation and benefits package: Medical, dental, vision, disability, and life insurance. 401k plan with employer matching. Paid time off. Paid holidays.
