Verifications Associate

Location: Canton, OH • Department: Customer Service / Call Center • Reports To: Operations Manager

About the Role

We are seeking a detail-oriented and customer-focused Verifications Associate to join our team. In this role, you will contact clients to confirm upcoming medical appointments, provide essential information, and address any inquiries or concerns related to appointments and travel. This position requires excellent communication skills, a compassionate approach, and the ability to manage a high volume of calls in a fast-paced environment.

Responsibilities

• Call clients to confirm scheduled medical appointments, providing details such as date, time, and location.
• Use proprietary scheduling software to enter, update, and troubleshoot client trips for same-day, next-day, and future trips; identify and fix errors.
• Confirm client’s personal information (e.g., name, date of birth, insurance information) to ensure accuracy.
• Educate clients on how to schedule transportation and resolve errors with future trips.
• Record trip confirmations, cancellations, and other pertinent trip data accurately in the system; ensure paperwork reflects the most recent version of the trip.
• Answer basic questions from clients regarding their upcoming trip or company policies.
• Make follow-up calls to clients who have not confirmed their trips.
• Maintain patient privacy and ensure all communication complies with HIPAA and patient confidentiality guidelines.
• Notify your direct supervisor of any issues or concerns raised by clients for management-level resolution.
• Strive to maximize call volume while maintaining accuracy of trip information entry and changes.
• Maintain a positive, neighborly environment with co-workers; handle disputes according to handbook policies.
• Perform other duties as assigned.

Requirements

• High School Diploma or Equivalent (required).
• Strong communication skills: ability to speak clearly, professionally, and empathetically with patients.
• Excellent organizational skills: ability to handle multiple tasks simultaneously and manage time effectively.
• Attention to detail: accuracy in confirming and entering patient information.
• Technical proficiency: comfortable using phone systems, CRM software, basic computer applications (e.g., Microsoft Office suite), and Google Suite (e.g., Google Sheets).
• Ability to maintain confidentiality: understanding of HIPAA regulations and patient privacy.

Working Conditions

• Full-time, in-person role.
• Fast-paced environment handling a high volume of calls.

Benefits

• 3 weeks Paid Time Off (PTO).
• Health insurance available.
• 401k with company match.
• Competitive pay.