Healthcare Navigator
3 days ago
The Patient Service Representative (PSR) is a critical role at Quantum Health, serving as the entry point into healthcare navigation. This position requires a tech-savvy individual who can interact with members, clinicians, and service providers on the phone, using leading technology to simplify the complex healthcare landscape.
Key Responsibilities- Provide exceptional customer service through inbound/outbound calls in a fast-paced contact center environment.
- Offer empathetic member guidance, including verification of benefits and creation of authorizations for treatment based on the member's health plan.
- Ask probing questions to recognize additional patient needs and provide additional resources/solutions whenever possible.
- Act as an advocate for our members by communicating with network liaisons, clinical professionals, and finance staff members at hospitals and medical offices.
- Partner with internal clinical professionals to provide member guidance and identify when members should be connected directly with Quantum Health Nurses.
- Investigate financial discrepancies and claim issues to ensure our members and clients are billed appropriately.
- Participate in stretch assignments, special projects, and leadership development programming to gain business exposure and build a rewarding career with the organization.
- Competitive base and incentive compensation.
- Comprehensive benefits package, including health, vision, and dental insurance, life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services, and more.
- 401(k) plan with up to 4% employer match and full vesting on day one.
- Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
- Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings, and leadership development.
- A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary, and dry-cleaning services.
- High School Diploma or General Education Development (GED) equivalent required.
- Strong customer service skills with a caring personality, willing to put in extra effort to ensure our members are taken care of during potentially difficult times.
- Excellent communication skills (spoken and written); comfortable talking on the phone for extended periods and replying to emails in a timely manner.
- Ability to quickly master new technologies; naturally curious approach to solving problems and working more efficiently.
- Willingness to routinely, reliably come to work on schedule and adjust shift/scheduling based on the needs of the organization (including occasional paid overtime).
- Strong administrative/technical skills; comfortable working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
- A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health's policies, values, and ethics, and to protecting the sensitive data entrusted to us.
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