Career Center

Summary

The person must possess the skill to effectively assist patients with sensitive and confidential issues, while understanding our obligation to our organization to collect outstanding patient balances. The agent should be able to handle multiple tasks along with setting appropriate priorities with patient information.

Responsibilities

• Answer inbound customer service calls and make some outbound follow up calls in a professional, service oriented manner.
• Answer the calls timely and professionally without drops/abandons.
• Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert when necessary.
• Escalate the matter to a supervisor, request the appropriate information or take appropriate action effectively resolve the matter.
• Assist with inbound/outbound faxes to identify issues and take action on account to facilitate faxed request.
• Work within the call centerâ��s telephone software & equipment and the organizationâ��s billing software
• Attend any team meetings are required.

KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Exceptional customer service skills including effective and efficient problem solving and analyzing skills
• Ensure appropriate HIPAA compliance guidelines are met.
• Professional and calming tone of voice with complete command of the English (and Spanish -bilingual employee) language free of use of inappropriate grammar.
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Ability to perform essential job functions with high degree of independence, flexibility, and creative problem solving techniques
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
• Ability to function effectively and professionally under stress of conflicting demands on time and attention and, sometimes, stress from difficult personalities that call in.
• Ability to interpret and apply reimbursement aspects of managed healthcare contracts.
• Attentive listening skills.
• Ability to clearly articulate a response to the customer using appropriate voice modulation.
• Adhere to work schedule and follow call center phone procedures.
• Maintain professionalism and confidentiality.
• Ability to use Microsoft Outlook, Excel and Word within the first 90 days of hire.
• Excellent typing skills on a computer.

EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience preferred to perform the job.

• High School degree or equivalent required
• At least 1 year experience in a medical customer service role preferred
• Previous experience in a call center environment preferred
• Previous experience with medical billing systems preferred; Athena and EPIC a plus

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Employment practices will not be influenced or affected by an applicant�s or employee�s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.