Call Center Representative

Population Health Specialist

Population Health Specialists serve as part of a team responsible for assisting patients with timely and appropriate access care with Primary Care and/or Specialty providers within our network of clinics. Facilitation of inbound and outbound telephone calls, targeted campaigns, scheduling appointments in the electronic medical record system, following up to determine if scheduled appointments were kept, and monitoring gaps in care outlined by health plans. This position communicates accurate electronic messages to appropriate care team member as needed to address patients calling with questions for their care team.

Duties & Responsibilities

• Inbound telephone call from multiple sites through call queue.
• Accurate transmittal of medical messages to care team.
• Scheduling of appropriate patient appointments.
• Reviewing of historical appointments to determine appropriate appointment types and durations.
• Timely follow up on missed call opportunities.
• Review of after-hours call registry to ensure patient appropriately scheduled.
• Contact patients that have been linked to clinic through their insurance plan or benefit plan but have never been to clinic to schedule them an appointment.
• Answer patients questions regarding what services clinic offers to patients and clinics availability.
• Scheduling patients for wellness visits and addressing gaps in care.
• Insurance payer outreach campaign calling as directed.
• Follow up on no show patients, past due to be seen patients.
• Communicate information to program leadership regarding patients that prove difficult to reach or who elect not to set appointments.
• Assist with documenting and tracking Population Health campaign calls and volumes.
• Daily reporting as directed on call volumes, equipment failures, patient complaints.
• Referring of patients calling with Social Determinants of Health.
• Other tasks and duties assigned by management or leadership.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to handle physical demands of installation of telephone system equipment, which may include lifting up to 25 pounds at times.

Work Environment

Work is normally performed inside with in temperature-controlled environment.

Minimum Qualifications

• High School Graduate
• 1 year experience in a health care or medical office setting
• Experience working with a diverse population
• Excellent verbal and written communication skills
• General computer literacy (experience with Microsoft Windows, Microsoft Office)
• Knowledge of basic medical terminology
• General knowledge of medical insurance industry standards

Preferred Qualifications

• 1 year experience working with an electronic medical record
• 1 year experience working in health care quality assessment, measurement and/or analysis (i.e. HEDIS measures)
• Bilingual English/Spanish