OVERVIEW OF POSITION:
Healthcare Partners is seeking Part Time Call Center Representatives that are bilingual in Korean. The hours are Monday - Friday 10 AM to 2 PM.
Consistently exhibits behavior and communication skills that demonstrate HealthCare Partners’ (HCP) commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate.
Exchanges complex and sensitive information with internal and external customers while acting as a patient advocate.
Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
Answers customer calls to address inquiries and concerns within set productivity guidelines. Accesses Language Line for non-English patients as needed.
Resolves a wide variety of customer service issues.
Utilizes HCP systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs.
Translates oral information into concise and accurate written documentation per guidelines.
Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH).
Completes end-of-shift report and communicates information to the next shift operations.
Accesses language line for non-English patients as needed.
Manages own work queues within set productivity guidelines.
Demonstrates customer service-oriented behavior at all times.
Uses, protects, and discloses HCP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
1 or 2 years of post-high school education or a degree from a two-year college.
Over 1 year and up to and including 3 years of experience.
Over 2 years of customer service experience.
Multi-line telephone experience.
1 or more years of experience in a healthcare setting.
KNOWLEDGE, SKILLS, ABILITIES:
Proficient in Microsoft applications (Word, Excel).
Ability to type 35-40 wpm.
Excellent verbal and written English communication skills.
Excellent telephone skills and telephone etiquette.
Ability to handle difficult customer situations in a positive manner.
Excellent problem-solving skills.
Knowledge of medical terminology preferred.