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Intake Care Representative
Ref No.: 19-04664
Location: Chicago, Illinois
Health Risk Assessment Scheduler/ HRA Care Associate
Office based role - Bilingual candidates only (Spanish). Sales experience is a must.

The Health Risk Assessment (HRA) Scheduler will place outbound and take inbound calls from members to schedule a home visit for our providers. The Scheduler must be comfortable making 100+ outbound calls a day and working in an independent environment. The Scheduler will also work with insurance portals and verify eligibility of members before scheduling.

Languages:
English Read Write Speak
Spanish Read Write Speak

Responsibilities:
  • Place 200+ outbound calls to potential patients daily
  • Take inbound calls daily from members returning the original call
  • “Sell” the assessment to members, entice the member to agree to a free benefit provided by their insurance and secure the scheduled visit
  • Communicate effectively with the department through email about provider’s schedule status, leads to call, and any daily assignments
  • Create a work relationship with assigned providers to communicate about schedules and perspective/ scheduled patients. Will be the primary point of contact for designated providers.
  • Develop a map to track location of potential patients and scheduled appointments. Schedulers must use maps and the list of leads to decide where their provider will travel
  • Access various insurance portals to verify members before outreach. Learn about each insurance portal and find eligible members
  • Update electronic medical records, specifically NextGen software. Every patient scheduled has an electronic medical record with scheduled appointments attached
  • Respond to emails throughout the day from providers, other schedulers, and upper management in a timely manner
  • Update scheduling software. Become familiar with the scheduling software that is used and effectively schedule appointments for appointed providers, update patient demographics, and notate calls made to members
  • Meet daily/ weekly/ monthly standards set for the department. Schedulers are monitored on a daily, weekly, and monthly basis to record progress. Call recordings are pulled sporadically to keep schedulers on target with compliance
Skills:
  • Customer Focus: Acts with customers in mind, establishes and maintains effective relationships with customers and gains their trust and respect
  • Dealing with Ambiguity: Can effectively cope with change, can shift gears comfortably, doesn’t have to finish things before moving on
  • Learning and Applying Quickly: Learns quickly when facing new problems, experiments and will try anything to find solutions, enjoys the challenge of unfamiliar tasks
  • Organized: Can orchestrate multiple activities at once to accomplish a goal, arranges information, emails, and other files in a useful manner
  • Problem Solving: Probes all fruitful sources for answers, looks beyond the obvious and doesn’t stop at the first answer
Education:
  • High School Diploma or equivalent
  • 2-3 years outbound call center experience (scheduling experience preferred) and /or customer service experience. Demonstrates positive customer service behaviors
  • Inbound call center experience is a plus
  • Ability to convey information to customers in a warm, clear, concise manner
  • 1 year direct sales experience, over the phone preferred
  • 1-2 years’ experience of health care related work, sales preferred
  • Proficiency in Microsoft Office (Outlook, Word, Excel, and PowerPoint)
  • Experience with insurance verification portals
  • Experience with electronic medical records