Call Center Agents (Bethesda,MD)

Duties and Responsibilities

• Utilize the AVAYA automated Call Distribution (ACD) system to receive and schedule appointments.
• Accurately and courteously schedule medical appointments, validating and documenting patient eligibility.
• Support the Primary Care Manager (PCM) by processing name and appropriate access to care timeframes allocation of standard appointment types.
• Proactively call patients to schedule appointments with PCM or Specialty clinics.
• Document each attempt to contact a patient in MHS-GENESIS and update the referral record for declined appointments.
• Provide patients with specific visit instructions based on booking protocols and referral notes.
• Review health care delivery plans and military status related to patient eligibility in MHS Genesis Revenue Cycle and DEERS.
• Correct demographic data as needed.
• Collaborate with Referral Management Reviewers to ensure proper scheduling of referrals.
• Direct all questions regarding beneficiary eligibility to the Chief, PAD at the MTF.
• Provide clinic appointment access, send electronic messages to doctors, nurse practitioners, physician assistants, and nursing staff administrators.
• Send telephone consults to designated triage nurse for PCM immediately following the completion of a Telephone consult.
• Provide feedback to PM regarding patient appointment access and issues encountered during phone call interactions.

Requirements

• U.S. Citizen
• Minimum of a High School Diploma and/or equivalent
• At least six (6) months experience in health care administration, business, medical treatment facility, medical environment, or a related discipline
• Effective communication skills
• Knowledgeable of medical terminology
• Knowledgeable of Health Information Privacy (ethical and legal considerations)
• Familiarity with DOD, Federal, State, non-profit healthcare systems and other related organizations, to include, DoD Tri-Service Military Healthcare Systems, TRICARE purchased care system, Medicare, Medicaid, VA, Public Health Department, and Regional and local support services
• The ability to perform accurate data entry with strong attention to detail
• Demonstrated ability to provide superior customer service, problem solving, collaboration and organizational skills
• A working knowledge of Microsoft Office programs, Outlook (email), and the Internet
• The ability to obtain a Public Trust Clearance

Benefits

• Medical, dental, and vision coverage
• Lifetime life and AD&D insurance
• Short- and Long-Term Disability
• Supplemental Life insurance
• A 401(k) Plan