MPN Concierge Agent at One Call in Albany, New York

Join Our Team and Make a Difference!

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or play a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life. Salary Range: This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. We offer a vast array of benefits to help support the whole you, including:

• Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home.
• Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off.
• Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
• Supportive Services: Just like our colleagues get injured workers the care they need when they need it, we want to do the same for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships.

JOB SUMMARY: Under the supervision of the Manager of MPN Concierge Services, the MPN Concierge Agent is responsible for various activities related to providing injured workers, attorneys, employers, and/or claims examiners with assistance in identifying and/or obtaining MPN physicians for the injured workers. Excellent customer service and patient advocacy are fundamentally essential to performing this job.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answering inbound and outbound phone calls from injured workers and/or their applicant attorneys trying to locate an available provider within their MPN for treatment.
• Responding to emails and faxes related to medical access assistant activities.
• Contacting providers' offices to schedule appointments on behalf of the injured worker.
• Interfacing with Claims Examiners to facilitate the scheduling of doctor appointments.
• Contacting injured workers or their applicant attorneys to direct them to MPN providers.
• The MPN Concierge Agent will also support Harbor Health Systems' Network Operations Team, e.g., by conducting provider validations and assisting with maintaining all provider contract templates and provider data.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• High School diploma/GED required.
• Strong written and verbal communication skills are required.
• Computer literacy and experience with Microsoft Office are required.
• Typing speed of at least 50 wpm with 85 % accuracy is required.
• Knowledge of medical terminology is preferred.
• Previous call center or customer service experience is preferred.
• Previous experience in a California Workers' Compensation Managed Care Insurance environment/position, such as claims review, medical billing, intake coordinator, etc., is preferred.
• Bilingual English/ Spanish is preferred.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

Know the Business: 20%

• Complete call center training with passing scores.
• Ability to learn new, detail-oriented skills in a short amount of time.
• Adeptness in utilizing all required systems/applications.
• Ability to be flexible in handling changing priorities and work processes.
• Perform other duties as requested or assigned.

Delight Stakeholders: 80%

• Ability to prioritize responsibilities and multitask throughout the day.
• Pleasant and professional phone demeanor while managing incoming and outgoing telephone calls.
• Assist callers with locating network physicians and facilities, scheduling appointments, and answering general questions related to MPNs.
• Communicate professionally with insurance carriers, claims examiners, attorneys, and providers.
• Coordinate scheduling services within One Call's various business units.
• Manage detail-related processes with better than average accuracy.
• Ensure client expectations are met or exceeded in a quality and timely manner.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards. Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague's home. Work-from-home requirements include the colleague's ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain stationary for extended periods, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that require speed or productivity.
• The colleague must be able to manage moderate to significant mental stress because of, but not limited to, a dynamic and heavy workload.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, nationality, disability status, protected veteran status, or any other status protected by law.