Physician Selection Representative - up to 20 Needed

PHYSICIAN SELECTION REPRESENTATIVE I

HOURS: SHIFTS WILL BE BETWEEN 7AM-7PM POSSIBLE EVENING WEEKEND WORK REQUIRED

Job description:
Call Center, setting up new members with primary care doctors.
Calls average 8 minutes, handle 8 calls/hr
Answer phone calls to facilitate Primary Care Physician Selection, Record information in Electronic Medical Record, Schedule Appts, Transfer Calls to Membership Services and/or Clinical Pharmacy.

Provide other Member focused service based on individual requests
Represents and acts as a liaison for the Organization by assisting all (new, returning and existing) members to client's facilities and services and most importantly in the selection of a PCP.

ASSISTS ALL MEMBERS WITH THEIR PCP SELECTION TO ENSURE HIGH MEMBER SATISFACTION AND MEMBER RETENTION FOR THE ORGANIZATION THROUGH PHONE CONTACTS AND WRITTEN COMMUNICATIONS INCLUDING EMAILS.

CONDUCTS DATA ANALYSIS, REPORTING FOR USE BY MANAGEMENT.

MAKES MEMBERS/PATIENTS AND THEIR NEEDS A PRIMARY FOCUS OF ONE'S ACTIONS; DEVELOPS AND SUSTAINS PRODUCTIVE MEMBER/PATIENT RELATIONSHIPS.

ACTIVELY SEEKS INFORMATION TO UNDERSTAND MEMBER/PATIENT CIRCUMSTANCES, PROBLEMS, EXPECTATIONS, AND NEEDS.

BUILDS RAPPORT AND COOPERATIVE RELATIONSHIP WITH MEMBERS/PATIENTS.

Considers how actions or plans will affect members; responds quickly to meet member/patient needs and resolves problems.
Assists all members with questions/concerns regarding the facility where they will receive their care and services.

ASSIST MEMBERS IN THEIR SELECTION OF PERSONAL CARE PHYSICIANS (PCP) BY PHONE CALLS OR E-MAILS.

PROVIDES SPECIFIC FACILITY AND PHYSICIAN INFORMATION WHEN NEEDED.

ASSIST AND EMPANEL NEW MEMBERS IN THE SELECTION OF A PRIMARY CARE PHYSICIAN.

ENSURE REGULATORY COMPLIANCES BY THE FEDERAL AND STATE PROGRAMS FOR NEW MEMBERS ARE MET.

MAINTAINING AND UPDATING THE HEALTHTRAC PCP SELECTION TOOL FOR COMPLETION OF PERSONAL CARE PHYSICIAN LINKAGE AND MEMBER OUTREACH ATTEMPTS AND OUTCOMES.

GENERATES WEEKLY OR MONTHLY PANEL REPORTS AND DATA ANALYST WHEN REQUIRED.

PERFORMS OTHER DUTIES AS ASSIGNED.

Requirements:
1-3 years relevant experience
Must be good communicators at all different levels
Typing, Internet and computer based software navigation, telephone skills and customer service focus
Previous Healthcare experience or knowledge of medical terminology preferred
Ability to work individually and as part of a team

Able to demonstrate empathy, courtesy and tact while working in a fast paced environment
High School Graduate (AA is desired but not required)
2 years experience with data collection, analysis and reporting.
Demonstrated experience with basic statistics.

DEMONSTRATED CUSTOMER SERVICE SKILLS AND THE ABILITY TO UNDERSTAND CUSTOMER NEEDS. DEMONSTRATED EXCELLENT EFFECTIVE INTERPERSONAL VERBAL AND WRITTEN COMMUNICATION.

Must be willing to work occasional weekend or evening hours to meet department needs.
Experience with Microsoft Word and PowerPoint a plus.

PREVIOUS EXPERIENCE IN A HEALTHCARE CUSTOMER SERVICE ENVIRONMENT PREFERRED.

BILINGUAL IN SPANISH PREFERRED.