Call Center Agent
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Full-time
Compensation
USD18.3 - 22/hour
Posted about 3 years ago
Responsibilities
The WelbeHealth PACE program helps seniors stay in their homes and communities by providing medical care and community-based services. We provide all-inclusive care for seniors including medical, dental, physical therapy, and much more. Our core values and participant focus lead the way no matter what.
The Welbe Advocate II will focus on either inbound and/or outbound assignments within the Call Center (the Hub), which includes but is not limited to call management (answering inbound calls), outbound scheduling, authorization processing, inquiry reply, clinic-based scheduling, and other administrative tasks. The Welbe Advocate will provide outstanding customer service to all stakeholders (participants, families, partners, and clinic team members), and will be accountable for proper documentation and maintaining current and accurate records of all the scheduled appointments.
Responsibilities:
- Answer incoming phone calls, emails, and contacts as requests come in, and appropriately screen, transfer, resolve and dispose of calls expeditiously while adhering to all process and documentation standards
- Review, process, schedule and authorize orders according to department protocols
- Ensure that appropriate and timely documentation of all updates, encounters, and communication is documented in source systems as outlined by department protocols
- Effectively coordinate the scheduling of participants’ appointments, including trouble-shooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers, etc.) , and meeting appointment turn-around times as outlined in WelbeHealth Appointment Scheduling Protocol
- Provide eligibility status and benefit information for participants
- Address both participant and provider inquiries (Including authorization status and requirements) and if unable to resolve, escalate as appropriate