Patient Services - Outreach Agent

Patient Service Representative

The Patient Service Representative provides customer service to the company's Medicare and Medicaid members to ensure patient satisfaction.

Duties and Responsibilities

• Answer telephone calls in a timely and politely manner, preferably within three rings.
• Make follow up calls regarding PCP appointments.
• Ensure that reminder calls are made.
• Assist with new PCP appointments if needed.
• Call patients regarding missed appointments in order to improve services and customer experience.
• Produce No Shows Report and submit to the Director of Patient Services which will be provided to upper management.
• Make welcome call to inquire about the level of satisfaction with CMG's services and current health plan.
• Assist in anything patients require – from checking enrollment status to making PCP appointments.
• Help clear any lack of information or follow up by the Broker.
• Ensure that a tour of the center was given at the time of enrollment.
• Produce Daily Reports regarding the progress of the call sessions.
• Check of status of PCP appointment.

Education/Experience:

• Must have high school diploma or equivalent.
• Prior experience in customer service and/or clinical setting.
• MS Office programs experience.