Patient Support Operator (Full-time) On-site

Patient Support Operator

Become a part of our caring community The Patient Support Operator is responsible for taking inbound calls and/or placing return calls to patients who require additional support from our 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 patient portal and much more.

Patient Support Operator Role Overview:

• Uses customer service principles and techniques to provide world class service.
• Be a champion for our brand, care model, care centers, services, clinicians, and 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.
• Other duties as assigned

Use your skills to make an impact Additional Information Required

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

Preferred

• Associate's degree
• Healthcare industry experience

Patient Support Operator Working hours: Monday to Friday Scheduled 40 hours per week

Benefits CenterWell offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including: Blue Cross and Blue Shield Health benefits Dental and vision benefits Matching Health Savings Account (HSA) Life insurance and short-term & long-term disability Paid time off, holidays, and jury duty pay 401(k) retirement savings plan with employer match And much more Scheduled Weekly Hours 40 #TVHMSC Starting pay range $16.25 - $18.00 per hour. Salary is commensurate with experience. Note: A background screening will be required for candidates hired.

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.

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