Customer Care Triage
Company: Prism Health Care Services
Location: Schaumburg
Posted on: May 25, 2023
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Job Description:
Health, Dental, Life Insurance, 401k and generous Personal Time
Off benefits are available for full-time employees. This is a full
time day position. The primary function of this position is phone
contact with the customers. Previous experience is a must. Job
Summary: This job description is a fast-paced entry level position
in the Customer Service Department. Under the direction of the
Customer Service Department Manager, the unit secretary is
responsible for supporting patients and customer service by
answering inbound phone calls for the following medical equipment
therapies; oxygen, enteral, nebulizer, compressor, suction machine,
associated supplies and traditional bent-metal medical equipment.
This position is responsible for assisting with outbound customer
phone calls to process co-insurance payments prior to scheduling
delivery. Qualifications: * Education or experience equivalent to a
high school diploma is required. * Demonstrates strong
interpersonal and computer skills, which include oral, written,
typing, utilizing various communication platforms. * Demonstrates
strong problem solving, investigational and analytical skills along
with excellent listening and interpersonal skills. * Strong medical
terminology, computer and/or data entry experience. * Strong
knowledge of federal, state and accrediting body regulations. *
Microsoft Office experience. * Demonstrates ability to discern the
nature of call to appropriate staff. * Strong collaborative and
demonstration skills in facilitating teamwork * Excellent
organizations skills required * Demonstrates ability to work
independently and collaborate with interdisciplinary team members.
Essential Functions: * Responsible for answering a high volume of
inbound phone calls for customers using oxygen, enteral, nebulizer,
compressor, suction machine, associated supplies and traditional
bent-metal medical equipment within the department established
parameters. * Makes outbound customer calls, which may include,
providing medical equipment scheduling status updates, collecting
co-insurance and to relay additional information for the
coordination of care. * Responds to customer requests, which may
include, order status update, scheduling and troubleshooting in
accordance with the mission and values of the company. * Triages
phone calls based on established department standards. * Approaches
customers and inquiries in a manner which represents ownership. *
Documents all customer interactions in the electronic medical
record in accordance with established department and company
standards. Responsible for appending related documents in patient
file and providing appropriate notification to the department team
members. * Escalates any patient or referral related problems to
Manager immediately. * Communicate information inter-departmentally
on a daily basis. * Maintain general knowledge of Medicare,
Illinois Public Aid and insurance industry policies and guidelines.
* Attend in-service training when required. * Resolves customer
complaints by investigating problems and making recommendations to
department Manager * Contributes to team effort by accomplishing
related results as needed. * Meets all productivity goals *
Interacts in strict adherence to HIPPA compliance regulations and
related company policies. * Supports the mission, vision and
strategic plan of the organization. * Performs other duties as
assigned
Keywords: Prism Health Care Services, Schaumburg , Customer Care Triage, Other , Schaumburg, Illinois
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