Post-Hospital Call Center Representative

GENERAL FUNCTION :

This person is responsible for responding to all post-hospital (PH) requests and securing PH documentation as applicable, answering calls and providing timely communication to the appropriate service to reduce and/or eliminate delayed response time for new consumers seeking first time medical services.

SUPERVISORY RESPOSIBILITY : None

QUALIFICATIONS, KNOWLEDGE AND REQUIRED TRAINING :

• High School Diploma with a minimum of two years’ experience working in a fast paced, high call environment.
• Medical office and/or insurance verification experience preferred. Proficiency in using call center software and electronic health record (EHR) systems.
• Individual must demonstrate active listening skills, professional communication, the ability to problem solves while multi-tasking and exhibit good interpersonal skills.

DUTIES AND RESPONSIBILITIES :

1. Prioritizes contact with behavioral health hospitals to schedule post hospital appointments in a timely manner.
2. Assists with securing PH documentation necessary for PH medical appointments.
3. Receives incoming calls from clients and referral agencies, either handling call or providing immediate warm hand off to appropriate staff and/or linkage to services.
4. Identifies pay sources and verifies insurance
5. Works to establish pay source for uninsured (Safety Net, self-pay)
6. Assists with scheduling behavioral health appointments and intakes.
7. Enters new client demographics into electronic health record.
8. Provides direct access to personalized response to callers.
9. Knowledge of healthcare compliance & regulations, including HIPAA.
10. Ability to work independently and as part of a team.
11. Understands agency services and provides information to callers.
12. Works collaboratively with in-house and referring agencies.
13. Works with Supervisor to ensure operational capacities are met.
14. Performs other duties as requested.

PERSONAL RELATIONSHIPS: Ability to provide professional communication with others. Ability to establish and maintain positive relationships with coworkers, community members and other agencies.