Call Center Representative

• Provide friendly, accurate, and timely service to Customers (members/patients, providers, and other stakeholders) through inbound and outbound interactions via phone, email, chat, SMS, video calls, co-browser sessions, and other communication channels.
• Actively listen to understand Customers’ needs and concerns and demonstrate empathy and patience.
• Help Customers navigate internal processes and available resources to achieve their desired results.
• Build rapport and establish trust with Customers to create a positive, personalized experience.
• Go above and beyond to exceed Customer expectations and leave a lasting positive impression.
• Protect Customers’ privacy, dignity, and Personal Health Information (PHI) at all times and comply with HIPAA and all applicable laws and regulations.
• Backup and support other departments (i.e., Claims, UM, Intake, Quality, Care Management, Patient Engagement) and perform a variety of other duties as assigned.
• Answer inquiries regarding benefits, claims, eligibility, provider networks, prior authorizations, preventative health promotion, and other healthcare-related topics.
• Research and resolve complex issues, collaborating with other departments as needed (e.g., Claims, Provider Relations, Utilization Management, Intake, Care Management, Quality, etc.).
• Take ownership of Customer issues, following through to ensure complete resolution and satisfaction.
• Proactively identify and escalate recurring issues or trends to management.
• Document all interactions and resolutions accurately and thoroughly in the appropriate systems.
• Research and solve Customer issues and reply to Customer inquiries with friendly, accurate, and timely resolutions.
• Educate Customers on plan benefits, policies, and procedures.
• Clearly and concisely explain complex healthcare information in a way that is easy to understand.
• Encourage the use of our self-service portal and effectively teach Customers how to navigate and use our portal and other available resources.
• Conduct outbound enrollment outreach, inviting eligible members/patients to join Guidehealth’s care management and care coordination programs.
• Conduct outbound clinical quality and wellness outreach, including medication refill reminders, blood pressure check-ins, preventive care reminders, gap-in-care closure, and general wellness check-ins.
• Clearly articulate the value, features, and benefits of our programs in plain, customer-centered language, helping Customers understand how participation supports their health goals.

Healthcare Contact Center Representative, Inside Sales

• responsible for answering telephone calls
• providing personalized seamless service to physician callers
• responding to inquiries with expert knowledge of physicians, services, and programs
• working with internal departments of affiliated entities to draft best practices for routing and responding to physician callers
• prioritizing complex and emergent situations
• accessing 3-4 software systems within one call
• participating in staff training and acting as a resource for co-workers when necessary

Hospital Program Call Center Representative

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• Answers questions, handles routine matters, and takes messages
• Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures
• Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate team members
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances
• Meets all key performance and call quality standards
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

Connection Advisor Associate, Call Center – Healthcare Scheduler

Connection Advisor Associate, Call Center, Healthcare Scheduler

• Leads the daily operations for the Contact Center, including call monitoring, training, hiring, performance management and quality assurance.
• Provides exceptional customer service and resolves complex escalations from all consumers.
• Monitors call center performance using identified tools.
• Identifies and documents key performance criteria using business requirements documentation and project plans.
• Facilitates knowledge gathering for development of training material, quality measurements, and specialized reporting requirements.
• Recommends agent skill level, training requirements and other specialized needs.
• Estimates volume and work activities that drive cost and staffing requirements.
• Monitors queues.
• Internal and external team projects, committees and work groups.
• Special projects as assigned.

Supervisor, Contact Center

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• Answers questions, handles routine matters, and takes messages
• Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures
• Handles complex scheduling that often requires multiple appointments or with different providers and modalities
• Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate and Connection Advisor Intermediate team members
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances
• Meets all key performance and call quality standards
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

Senior Connection Advisor, Call Center – Healthcare Scheduler

Senior Connection Advisor, Call Center/Healthcare Scheduler

• Perform outbound surveys from home with respondents and accurately record their answers in both Spanish and English
• Collect and record opinions on topics from politics to customer satisfaction and beyond
• Work as part of Dynata’s Virtual Call Center team as a bilingual part-time telephone interviewer

Virtual Call Center Agent – Bilingual, Spanish/English

• Answers incoming calls and meets caller’s needs
• Confirms all patient demographic information is current and complete
• Verifies insurance information
• Schedules, cancels, or reschedules appointments for clinics or services
• Provides Outreach Services for assigned departments and programs
• Answers inquiries and questions, troubleshoots complex issues
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances

Connection Advisor, Healthcare Scheduler

Connection Advisor, Intermediate – Call Center, Healthcare Scheduler

Connection Advisor Intermediate, Call Center, Healthcare Scheduler

• Answers assigned calls; prioritizes, screens, and/or redirects calls as needed.
• Answers questions, handles routine matters, and takes messages
• Schedules, cancels, and reschedules appointments for patients/callers following standard work and departmental policies and procedures
• Handles complex scheduling that often requires multiple appointments or with different providers and modalities
• Obtains and accurately captures demographic and emergency contact information and patient’s health insurance information provided by the patient or caller
• Accurately completes multiple types of patient registrations in a professional, customer-oriented, timely manner while following departmental policies and procedures
• Assists with shadowing and mentoring newly onboarded Connection Advisor Associate, and Connection Advisor Intermediate and Senior team members
• Recommends and supports change and process improvement initiatives while working to uphold standard process workflows and provide feedback as needed
• Completes training and continuing education courses to ensure compliance with Federal, State, and HHS guidelines and follows current best practices
• Completes all work assignments within the time allowed
• Requests and processes payments for co-pays, pre-pays, and outstanding balances
• Meets all key performance and call quality standards
• Transfers calls to Hennepin Healthcare Nurse Line and/or escalates calls to Team Coordinator or Supervisor as needed
• Performs other duties as assigned, but only after appropriate training

Connection Advisor – Outreach, Call Center, Healthcare Scheduler

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience.
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals.
• Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system.
• Administer staff scheduling needs and time off requests in a fair and consistent manner.
• Monitor call center activity and make recommendations for immediate changes to ensure call center coverage meets customers' needs.
• Monitor and record all exceptions to planned schedules to provide current analysis.
• Advise Call Center Management of expected performance concerns and recommend solutions.
• Create and distribute ad hoc reports as needed to analyze trends.

Call Center Analyst, Workforce Management

• Responsible for managing customer service staff in receiving customer inquiries
• Investigating requests, answering questions and resolving problems
• Maintains a high level of quality customer service
• Develops processes or tools which improve the level of service provided
• Ensures compliance to applicable internal policies and procedures
• Participates in the development and enhancement of equipment and training procedures and programs
• Manages the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities

Contact Center Manager

• Relays telephone calls between deaf, hard of hearing, and speech-impaired consumers (TTY users) and hearing consumers through the telephone network.
• Excellent communication skills
• Ability to read text aloud from a computer and listen to spoken word and transcribe to text on a computer

Call Center Representative, Communication Assistant

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Call Center Representative jobs in Minnesota

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