As a Patient Advocate, you will work in a high-volume call center environment making outbound calls to patients recently discharged from the hospital and answering inbound calls from a queue.
You will ask non-clinical screening questions to determine if the Readmissions program could be beneficial to at home recovery or if other services are needed, such as transportation to doctors’ appointments. This outreach could be through manual outbound dialing, supporting inbound phone queues, and via a predictive auto-dialer. You will collect and document required data for end-to-end care to support the clinical program goals. For patients further along in the program, you will contact patients to ensure successful recovering at home.
Location: 100% Remote
Start Date: Monday, 1/13/25
Starting Pay: $18.00 / hour + monthly bonus incentive.
Training & Nesting Period: 3-5 weeks
Training & Nesting Hours: Monday – Friday 8:30am – 5:30pm EST
Available Shift After Training & Nesting: Tuesday-Saturday 9am-6pm EST (Sun/Mon OFF) or Sun-Thursday 9am-6pm EST ( Fri/Sat OFF)
Note: Based on business needs, evening and weekend coverage may be needed.
Responsibilities
In this role, you will:
- Provide outreach to patients recently discharged from the hospital in preparation for clinical assessments, medication reviews and determining if they have other needs.
- Assist patients calling with questions and/or connecting them with specialty teams.
- Escalate issues when appropriate.
- Provide patients non-clinical issue resolution.
- Participate in and contribute to performance and process improvement activities.
- Communicate with physicians and clinical staff regarding patient care.
- Coordinate care for patients, such as scheduling doctor’s appointments.
- Perform other duties as required or assigned.
This role is for you if:
- You can gain/build instant rapport with people over the phone.
- You enjoy working in a high-volume call center environment.
- You have great empathy and the patience to deal with difficult callers or complex requests.
- You are results driven with strong attention to detail.
- You can comply with all policies, including HIPAA/PHI policy.
- You strive to meet/exceed individual performance goals in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
- You are fun to work with! We are looking for team members who bring joy to the work they do.
Qualifications
QUALIFICATIONS
- High School Diploma or GED.
- 1 year of experience working in the healthcare or medical industry as a Medical Assistant required.
- 1 year Customer Service experience in a call center environment preferred.
- Ability to navigate dual monitors and multiple applications.
- Intermediate keyboarding abilities (at least 35 WPM, data entry while active listening).
- Basic PC & Search Engine abilities (for example: use the mouse to click on, troubleshooting, working with Microsoft Office, opening a browser, typing in URLs in the appropriate location, the use of a search engine, bookmarking a site, and navigating the use of back/forward/prevent buttons).
What we offer:
- Starting Pay for external hires is $18.00 / hr + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
- Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
- Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
- Advancement Opportunities, professional skills training, and tuition /exam reimbursement
- PayActiv - access earned income in between pay checks
- Walgreens Discount - receive up to 25% off eligible items
- Great culture with a sense of community
CareCentrix maintains a drug-free workplace
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We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.
CareCentrix accepts applications on an ongoing basis until a candidate is identified.
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