Health Call Center Rep (*REMOTE*, Per Diem, M-F, Days)

Job Summary

This position is part of the Health Call Center customer service team. The call center representative is the initial contact for incoming calls...

Amalgamated Medical Care Management (AMCM) offers a very competitive pay and significant differential pay for evening, overnight and weekend shifts.

Essential Duties and Responsibilities

· Answer inbound phone calls from callers and direct appropriately in a professional, courteous manner. Calls should be answered immediately and average 2-3 minutes in length.

· Handle all inbound non-clinical calls and back-up clinical lines.

· Provide callers with appropriate information, conduct precertification and/or discuss with caller reason for their call.

· Use a computer to enter required demographic information into an electronic database such as JIVA, N-Centaurus.

· Document calls/referrals and complete call tracking.

· Refer calls needing follow-up appropriately; assist callers with customer services issues as able.

· Answer fax requests, emails and calls for clients and management to build cases/episodes in JIVA. Perform a variety of clerical duties as assigned.

· Assist clinical staff to maintain service level standards per policy and procedure.

· Place outbound calls for follow-up on pre-certification calls and refer clinical calls to RNs or others.

· Assist RNs with answering overflow calls.

· Perform self-evaluation and participate in other CQI activities as required.

· Back up switchboard as needed.

· As this is a 24-hour call center one may be required to work weekend’s nights, and holidays as staffing needs indicate.

Education and/or Experience

· High school diploma or equivalent.

· Minimum 1-year prior experience in customer service call center.

· Healthcare customer service background or training as a medical assistant/secretary is preferable.

· Bilingual skills highly desired.

Knowledge and skills

· Excellent telephone and customer service skills.

· Ability to multi-task and cross-train.

· Strong communication skills, both verbal and written.

· PC skills in Windows environment.

· Typing with speed and accuracy.

· Medical terminology understanding.

· Understanding of healthcare delivery system.

· Ability to work in a team environment.

Job Type: Part-time

Schedule:
• Day shift

Education:
• High school or equivalent (Required)

Experience:
• Call center: 1 year (Required)
• Health Care Call Center: 1 year (Required)

Work Location: Remote

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