Quality Outreach Unit Representative II - JHP

Essential Functions

• Able to work in a constant state of alertness and safe manner
• Serve as front-line liaison between members and HPP, reaching out to members with care, compassion, patience, and professionalism to foster member satisfaction from the start
• Answer eligibility, benefit, and provider inquiries, assuring that members receive optimal service, take advantage of all available benefits and gain a high level of satisfaction with the plan
• Cook up care for our members by conducting outreach calls and reminder calls to members, calls to providers to obtain appointments and test orders as well as coordinating multiple specialists’ appointments for members
• Collaborate with internal departments to facilitate resolutions to member issues and concerns
• Document appropriately in various internal systems as outlined by the supervisor and the Policy & Procedures of the department
• Operate telephone systems effectively and efficiently, following established protocols for security, transfer and information exchange
• Absorb additional tasks and responsibilities to improve the overall productivity of the department
• Assist in the completion of various research projects related to quality improvement

Required Education And Experience

• A High School Diploma or equivalent required

Skills/Abilities

• Excellent telephone communication required; Bilingual preferred (Spanish)
• Ability to work independently and as part of a team required
• Exceptional customer service skills required
• Ability to multitask and work in a fast-paced call center environment required
• Computer literate, able to learn computer programs easily preferred