Call Center Representative

Job Description

Job Description

Position: Onsite Call Center Representative

The Onsite Call Center Representative is the first Monogram Health voice the patient meets. The Onsite Call Center Representative is responsible for reaching out to patients over the phone to begin the process of educating them about existing benefits of their healthcare plan and encouraging and facilitating their enrollment into our program.

The Patient Care Center is open and staffed seven (7) days per week between the core business hours of:

• 8:00am to 7:00pm (CST) Monday through Friday
• 7:00 am – 6:00 pm (CST) Saturday and Sunday

The selected individual will be required to work on-site and may be required to work weekends and holidays. All Patient Care Center staff are expected to demonstrate adaptability, empowerment, collaboration, ownership, compassion, and integrity.

• Conducts a high volume of outbound calls, hot or cold leads, to prospective patients and receives inbound calls from patients and providers.
• Effectively communicates and sells the value of Monogram Health based on the needs of our patients to increase enrollment.
• Conducts outreach to existing patients to schedule annual exams or re-engage as necessary based on missed or needed visits; is able to reinforce the value of our services and overcome objections
• Adheres to procedures, workflows, and scripts to ensure confirmation of HIPPA and Health Plan eligibility and accurate and applicable communications and information about Monogram Health services.
• Protects the health care privacy of patients by strictly following HIPAA regulations.
• Notates and enters data as needed into Salesforce, as required to support all activities of the call.
• Fields call with a positive attitude, building rapport and trust with patients.
• Supports Monogram Health as necessary with any tasks required to deliver excellent personalized care and performs all other job-related duties as assigned.
• Proficiency in using various software, electronic health record platform(s), and multiple screens.

• Visual acuity – 100% to read scripts, company literature such as workflow guides and resources, electronic files, patient demographics.
• Hearing – 100%– ability to hear and respond to phone calls, converse with patients, colleagues, and others.
• Manual dexterity for repetitive motion 100% - essential for keyboarding, data entry, patient call documentation and dispositioning, and as necessary computer dialing.
• Sitting - 100%
• Standing – 5%
• Walking – 2%
• On-site position – 100%

• High School Diploma or GED required.
• Must be 18 years of age or older.
• English language proficiency required; bilingual (Spanish/English) preferred.
• Proven ability to learn and retain information in an exceptionally fast-paced environment.
• Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
• Must possess an innate ability to overcome objections.
• Must be dependable, with a strong dedicated work ethic, attention to detail and accuracy.
• Thrive in a very fast paced start up environment while embracing change with a "can do" attitude.
• Demonstrated verbal, listening, and written communication skills are required.
• Demonstrated experience in sales, telemarketing, in the health care industry and heavy outbound appointment setting is a significant and strongly preferred. Knowledge of medical terminology
• Previous home health and care management experience preferred.

• Opportunity to work in a dynamic, fast-paced, and innovative value-based provider organization that is transforming the delivery of kidney care.
• Comprehensive medical, dental, vision and life insurance
• Flexible paid leave and vacation policy
• 401(k) plan with matching contributions

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.

Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.

Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.

#LI-SJ1