Inbound Contacts Representative

Join Our Caring Community

The organization consistently delivers over 98% patient satisfaction, and we are always looking for new ways to provide the best patient experience in all that we do. The Inbound Contacts Representative team is at the forefront of this experience, acting as a central service and support provider for all patients. How we answer the phone, handle calls and provide service to our callers is a reflection of our core values and care model.

In the Inbound Contacts Representative role, you are responsible for taking inbound calls and/or placing return calls to patients who require additional support from the organization's team. PSOs are also responsible for confirming and/or rescheduling appointments, sending messages regarding prescription renewals, test results, and referral requests, assisting with directions, answering any questions or concerns that a patient may have regarding the patient portal and much more.

Responsibilities:

• Be a champion for the organization's brand, care model, care centers, services, clinicians, and the patient experience.
• Represent our core values to patients and co-workers.
• Provide superior patient service and support and care with a friendly, positive attitude. Answer important patient questions and/or determine the best next steps and resources for first call resolution.
• Send detailed messages to clinical and patient support staff in various departments and follow best practices for collaborating and servicing patient needs.
• Track and report all call inquiries in the EMR by logging a patient case of all patient interactions.
• Report the outcome of the call using wrap up codes.
• Meet performance goals and SLAs for call volume, call time, answered calls, and more.
• Meet specific quality measures for patient service and call resolution. Achieve and maintain scheduling utilization of 85% or higher.
• Adhere to compliance and HIPPA regulations.
• You will report to a Patient Support Supervisor.

Required Qualifications

• 1+ years Customer/Patient Service Experience
• Experience in either a medical office or high-volume call center
• Experience using EMR software applications.

Preferred Qualifications

• Associate's degree
• Healthcare industry experience

Knowledge, Skills and Abilities

• Knowledge of medical terminology.
• Knowledge of health care field.
• Knowledge of legal and ethical considerations related to patient information.
• Knowledge of customer/patient service principles, applications, and conflict resolution.
• Skill in putting information in preferred medical record system, meeting clinic standards.
• Skill in diffusing tense situations through diplomatic problem-solving.
• Skill in using computer, phone, and medical records software.
• Ability to communicate effectively with patients and staff via phone, in person and through email.
• Ability to establish relationships with a wide variety of people.
• Ability to multi-task and work in a fast-paced patient support center environment.
• Ability to hit and exceed customer/patient service level and quality goals.
• Knowledgeable in various software applications such as Athena, Radix, Counsel Ear.

Scheduled Weekly Hours: 40

Pay Range: $38,000 - $45,800 per year

Description of Benefits: Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient's well-being.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.