Rume Medical Group Hiring for Healthcare Call Center Agent – Onsite am-pm at Huntington Beach, CA Full Time

• Work hours 10am to 6:30pm, Monday through Friday, no weekends!
• Huntington Beach, CA (onsite position)

Description

Under the direction of the Customer Experience Manager, the Call Center Rep supports the Call Center Team and internal departments by advocating on behalf of members and helps them navigate through the managed care system. This position is responsible for the resolution of customer inquiries

through multiple channels; data entry to maintain computer systems; upkeep

of resources to remain current; and coordination of special projects and events.

Responsibilities:

• Provide superior customer service to all incoming callers to ensure an exceptional customer experience.
• Receive and respond to incoming calls from members, member advocates, providers, health plan representatives, etc. Identify and resolve issues related to patient care and services.
• Help with inquiries such as eligibility, appeals and grievance intake, and various other inquiries.
• Interface with other departments regarding questions about providers or services issues.
• Assist callers in connecting with other internal departments or external parties such as sites, health plans, pharmacies, etc.,
• Educate callers on the use of our online services.
• Collect, verify, and update member demographic information systems.
• Make outbound calls for follow up purposes when needed. Set reasonable follow up expectations with callers and meet or exceed those commitments.
• Continuously work on incoming email to our group queue.
• Use appropriate tags, accurately, thoroughly, and clearly document all inquiries in EMR system.
• Adhere to individual and departmental key performance indicators (KPIs) such as number of inbound calls per day, wrap up time, handle time, QA audit performance, abandonment rate, and service level.
• Assist with training of new and existing staff when called upon.
• Actively participate in all departmental meetings, training sessions, and other activities.
• Maintain confidentiality of all protected health information in accordance with company guidelines.
• Perform other duties as assigned.

Required qualifications:

• Available to work all holidays.
• 2 years of Customer service, call center, helpdesk, patient support (any combination).
• 1-2 years of Call Center environment.
• Basic MS Office and/or Google Workspace.
• Type 40 WPM

Preferred qualifications:

• Experience in a Healthcare setting.
• Customer service experience in a managed care environment.
• Experience working with an EMR system.

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