[New Job Opening] Call Center Representative (100% Remote) job Vacancy in California

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Job Details:
Position Name :
Call Center Representative (100% Remote)
Location:
California
Job ID :
69552630ff33aecb
Description : At WelbeHealth, we make the impossible, possible for underserved seniors. We do this through utilizing and developing cutting-edge healthcare and well-being service products especially for seniors and their families. Now is your chance to join our talented team that delivers unparalleled creative healthcare, insurance, social support and more to seniors. We create senior well-being through our courage to love, pioneering spirit and shared intention. These values permeate everything we do. At WelbeHealth, you’ll help inspire that magic by enabling our teams to push the limits of healthcare and well-being experiences and create the never-before-seen!
Reporting to the Sr. Manager of Health Plan Operations, the Call Center Representative is responsible for two primary functions within the Welbe Advocate Hub, based on assignment. A Call Center Representative may be assigned to either inbound and/or outbound assignments within the Hub which could include but not be limited to call management (answering inbound calls), outbound scheduling, authorization processing,inquiry response, clinic-based scheduling and/or other administrative tasks. The Call Center Representative will provide outstanding customer service to all stakeholders (participants, families, partners, and team members) and will be responsible for proper documentation and maintaining current and accurate records of all the scheduled appointments. The Call Center Representative role requires ability to work in a fast paced, participant centric environment. The Call Center Representative must be comfortable with multitask work dynamics while still able to collaborative effectively with colleagues and stakeholders to promote the WelbeHealth values,team culture and mission.
What you’ll do:
Answer incoming phone calls, emails, contacts as requests coming into the Hub.
Appropriately screen, transfer, resolve and dispose of calls expeditiously which adhering
to all process and documentation standards.
Review, process, schedule and authorize orders according to department protocols.Ensure that appropriate and timely documentation of all updates, encounters and communication is documented in source systems as outlined by department protocols.Effectively coordinate the scheduling of participants appointments, including troubleshooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers etc.) and meeting appointment turn-around times as outlined in WelbeHealth Appointment Scheduling Protocol.
Respond to questions and inquiries regarding authorization status and requirements.Provide eligibility status and benefit information for participants.Collect/Update and Verify Participant and Provider information as required.Address both participant and provider inquiries and if unable to resolve, escalate as
appropriate.
Conduct appointment confirmations and appointment reminders as outlined by department
protocols, updating appointments as appropriate.
Maintain current and accurate records of all scheduled appointments – scheduled times,
outcomes (e.g., appointment occurred or not, reasons for rescheduling).
Trouble-shoot and resolve basic issues; escalate to manager when appropriate.Complete all required documentation in a timely and accurate manner.Protect privacy and maintain confidentiality of all company procedures and information
about team members, participants, and families.
Follow WelbeHealth policies and procedures and participate in any required Quality
Improvement activities, staff training and meetings.
Communicate regularly with Supervisor and team regarding workload and priorities.Timely completion of all mandated trainings and education.Timely completion of all mandated occupational health screenings as needed.Exercises flexibility in performing assignments as business needs evolve.Other duties as assigned
Why you’ll love working at WelbeHealth:
You will play a critical role in bringing the ground-breaking WelbeHealth PACE model of care to scale, providing much needed services to a vulnerable population
You’ll be joining a company that combines the best of mission-driven orientation with innovation, with the opportunity to help shape our programs and processes as we grow
You’ll be surrounded by capable colleagues who care deeply about their work and are greater than the sum of our parts
Your qualifications:
Strong preference for those who have completed 2-step COVID-19 vaccination series or are willing to do so in first 30 days after hire as condition of continued employment
Preference for Southern California based team members, who would be open to potentially work on-site within our markets in the future, dependent on the business and operational need.
Minimum of one year experience working in a call center environment where a
service/support role was primarily performed.
Minimum of one year experience working in health care or PACE setting a plus.
Outstanding customer service orientation, especially in telephone and written
communications.
Excellent and accurate data entry skills and experience in multiple software platforms.
Ability to work independently with minimal supervision.
Commitment to unlocking the full potential of our most vulnerable seniors.
Bilingual English/Spanish preferred
COVID-19 Vaccination Policy
At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all of our employees and proof of vaccination prior to employment is required.
Our Commitment to Diversity, Equity and Inclusion
At WelbeHealth, we embrace and cherish the diversity of our team members, and we’re committed to building a culture of inclusion and belonging. We’re proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.
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