Job Description
The essential functions listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients' rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status or on the basis of disability.
The functions performed by employees in this job family will vary by level or the area(s) to which assigned, but may include (and not be limited to) the following:
Responds to a high-volume of incoming and outgoing telephone calls and faxed referral
Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.
Facilitates communication between the patient and the physician or clinic
Delivers expert knowledge regarding clinic-specific processes
Accurately documents and routes calls to the proper department
Identifies urgent customer needs or operational issues, and escalates appropriately
Works with care teams, patients, and outside facilities to obtain necessary information required for care.
Communicates with the care team and support staff on various patient issues.
Obtains and updates insurance information.
Meets all regulatory and compliance standards
Delivers high-level of customer service
Follows documented protocols and guidelines
Meets and exceeds departmental quality assurance standards
Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding services
Uses functionality of the telephone system as required
Education
High School Diploma or GED equivalent
Experience
One (1) year of progressively responsible customer service experience, preferably in a healthcare setting or contact center environment
*This pay range represents Covelo Direct's good faith minimum and maximum range for this role at the time of posting. Actual compensation offered will be dependent on a variety of factors, including, but not limited to, the candidate's experience, qualifications, and location. We consider qualified applicants with criminal histories, consistent with the California Fair Chance Act and applicable local ordinances. Covelo Direct is an Equal Employment Opportunity Employer.