Patient Success Specialist-Temp

Primary Responsibilities

• Address the needs of patients with a focus on customer support, coordination of logistics, and problem solving.
• Schedule and coordinate the flow of work within or between departments to expedite project efficiencies and resolution to escalations.
• Address and resolve assigned inquiries with a sense of urgency. These include but are not limited to patients, sales team, clinic, and executive inquiries and/or escalations.
• Timely closure of escalation cases using email, phone, or Salesforce.com
• Adhere to pre-established guidelines and specific instructions and training, to effectively perform the functions of the job.
• Review standard operating procedures for common departmental tasks/duties.
• Other duties as assigned by Management.
• Ensure all data and analysis requests from different parts of the organization are addressed in a timely manner.
• Owning the second level line of escalation to our patient billing call center agents and field teams.
• Responsible for patient outreach effort to resolve escalated issues using all forms of communication (SMS, email, phone).
• Participate in operational programs, projects and initiatives that help drive the sustaining business forward through patient resolution.
• Keep key internal leaders and other stakeholders apprised of the escalation status.

Qualifications

• Bachelor’s degree or equivalent experience
• Experience with medical billing and coding, preferably in a skilled nursing environment
• Excellent customer service skills and phone manner
• Ability to manage stress in a fast-paced environment
• Strong knowledge of Medicare and Medicaid practices
• Minimum 2 years of Call Center experience in an inbound and outbound capacity.
• Minimum 2 years Salesforce.com experience