Become a part of our caring community
The organization consistently delivers over 98% patient satisfaction, and we are always looking for new ways to provide the best patient experience in all that we do. The Inbound Contacts Representative team is at the forefront of this experience, acting as a central service and support provider for all patients. How we answer the phone, handle calls and provide service to our callers is a reflection of our core values and care model.
The Inbound Contacts Representative, is responsible for taking inbound calls and/or placing return calls to patients who require additional support from the organization’s team. PSOs are also responsible for confirming and/or rescheduling appointments, sending messages regarding prescription renewals, test results, and referral requests, assisting with directions, answering any questions or concerns that a patient may have regarding the patient portal and much more.
Responsibilities:
Be a champion for the organization’s brand, care model, care centers, services, clinicians, and the patient experience.
Represent our core values to patients and co-workers.
Provide superior patient service and support and care with a friendly, positive attitude. Answer important patient questions and/or determine the best next steps and resources for first call resolution.
Send detailed messages to clinical and patient support staff in various departments and follow best practices for collaborating and servicing patient needs.
Track and report all call inquiries in the EMR by logging a patient case of all patient interactions.
Report the outcome of the call using wrap up codes.
Meet performance goals and SLAs for call volume, call time, answered calls, and more.
Meet specific quality measures for patient service and call resolution. Achieve and maintain scheduling utilization of 85% or higher.
Adhere to compliance and HIPPA regulations.
Use your skills to make an impact
Required Qualifications
1+ years Customer/Patient Service Experience,
Experience in either a medical office or high-volume call center
Experience using EMR software applications.
Preferred Qualifications
Associate's degree
Healthcare industry experience
Knowledge, Skills and Abilities
Knowledge of medical terminology.
Knowledge of health care field.
Knowledge of legal and ethical considerations related to patient information.
Knowledge of customer/patient service principles, applications, and conflict resolution.
Skill in putting information in preferred medical record system, meeting clinic standards.
Skill in diffusing tense situations through diplomatic problem-solving.
Skill in using computer, phone, and medical records software.
Ability to communicate effectively with patients and staff via phone, in person and through email.
Ability to establish relationships with a wide variety of people.
Ability to multi-task and work in a fast-paced patient support center environment.
Ability to hit and exceed customer/patient service level and quality goals.
Knowledgeable in various software applications such as Athena, Radix, Counsel Ear.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$38,000 - $45,800 per year
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal…