JOB DESCRIPTION
Job Title Contact Source Agent (non-clinical)FLSA
Non-Exempt
Reports to Contact Source Supervisor
Grade G
Location Remote
Band 1B
Summary/Objective
Under the supervision of the Contact Source Supervisor, The Contact Source Agent will work to contact members of the insurance plan via phone, text or e-mail. Agent will facilitate adult wellness, post-partum or pediatric wellness visits via telehealth. These calls are designed to bridge the gap in care and help them understand and utilize resources under their insurance plan coverage.
Essential Job Functions
- Provides outreach to patients in multiple states
- Encourages individuals to schedule with a provider via telehealth appointments.
- Works with potential patients within the migrate population to consult via telehealth.
- Coordinate the scheduling of appointments with the healthcare providers.
- Encourage targeted statewide populations to increase usage of services under their insurance to enhance the adult, mother or child’s overall wellbeing.
- Dry outreach campaigns via phone, emails and texts.
- Appropriately responding to inbound calls and managing inbox patient volumes.
Key Success Indicators/Attributes
- Achieve daily call volume targets per client expectations
- Demonstrates ability to self-motivate, set goals, and meet deadlines.
- Demonstrates clear verbal skills.
- Work with every effort to schedule members with a telehealth at a high rate of conversion
- Maintains courteous and professional working relationships with employees at all levels of the organization.
- Skill in operating a personal computer and utilizing a variety of software applications.
- Build rapport, demonstrating adaptability in communication style, respect for diverse backgrounds, and a genuine interest in relationships with patients
Supervisory Responsibility
No
Work Environment
This job operates in a remote home office environment. This role routinely uses standard office equipment such as computers and phones. Recommend use of a headset if not mandated by client. Must have reliable high speed internet to support clear connections with patient call applications.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; and talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Position Type/Expected Hours of Work
This is a full-time position.
Travel
N/A
Required Education and Experience
Call Center experience required
Bilingual in either Spanish, Creole or Mandrin may be required. Pay differential will be provided for bilingual positions.
Internet/Wi-Fi connection that meets client’s minimum bandwidth.
Preferred Education and Experience
Previous insurance company experience preferred
Remote calling experience preferred.
Additional Eligibility Qualifications
None required.
Security Access Requirements
In addition to the specific security access required by the employee’s client engagement, the employee will have access to the Omega systems set forth in the “Standard Field Employee” profile.
Microsoft Office
ADP
Oracle
E1- All Field Employees
Standard Employee
Standard
AAP/EEO Statement
Omega is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employee may perform other duties as assigned
Qualifications
No clinical degrees or certifications needed.
About Us
Founded in 2003, Omega Healthcare Management Services™ (Omega Healthcare) empowers healthcare organizations to deliver exceptional care while enhancing financial performance. We help clients increase revenues, decrease costs, and improve the overall patient-provider-payer experience through our comprehensive portfolio of technology and clinically enabled solutions. Omega Healthcare has 30,000 employees across 14 delivery centers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com.
