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My healthcare client in Phoenix, AZ is looking to hire a Inbound Customer Service Professional on a contract to possible hire basis.
Company Profile:
Leading provider of managed physical medicine and diagnostic imaging services
Established 1994
Position Summary:
Customer Service Professionals (CSP’ s) are responsible for supporting client retention and PT referral objectives by consistently providing an easy, efficient and productive customer experience for callers, by the timely scheduling of PT & related communication back to the adjuster or nurse case manager
Hours: M-F 10am to 6: 30pm
Healthcare Customer Service Professional Role:
Receive inbound phone and electronic referrals from insurance companies, NCMs, provider centers, doctors, patients etc.
Open new cases accurately according to policy and procedures
Make outbound phone calls and e-mails to contacts with adjusters and Physical Therapy Centers to verify new case information / missing information and request other related paperwork
Communicate with adjusters and nurse case managers regarding updates on patient status in a timely manner
Maintain TAA goal (Total Agent Availability) monthly
Review case information / consult with Case Management to determine if new cases need to be opened or patient can be followed in existing case
Validate new case data by reviewing, correcting, deleting, or re-entering data; combining data when account information is incomplete; purging files to eliminate duplication of data
Request verification from insurance companies and other related paperwork from providers via phone & electronically
Make outbound calls to Providers and Patients in order to schedule patient’ s Physical Therapy, FCE, Chiropractic, etc.
Work all Surgical Referrals from referral receipt until scheduling
Understand company interdepartmental procedures, policies and comply with them
Consistently meet company Customer Support Service & Quality standards (call monitoring and EOC monitoring)
Apply knowledge of and adhere to the URAC Utilization Management Standards
Other duties as assigned
Healthcare Customer Service Professional Profile:
HS Diploma Required – Bachelor’ s degree strongly preferred
Minimum of 2 years of call center experience with both in-bound and out-bound calls (medium to high volume)
Prior experience in health-related field and knowledge of medical terminology / coding i.e. CPT / HCPCS and ICD9 experience a plus
Excellent verbal and written customer service skills demonstrating a can-do attitude
Highly developed problem-solving skills
Strong data entry skills
Detail oriented and solid organizational skills
Solid MS Word, Excel and Outlook experience
Must have ability to multi-task and work independently
Bilingual in English and Spanish is a plus, but not required
Features and Benefits while On Contract:
We go beyond the basic staffing agency offerings! You can see the extensive list of benefits on our website under the Candidate “ Benefits” tab.
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