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Resource Planning Associate Representative
Ref No.: 20-02345
Location: Chicago, Illinois
Title: Resource Planning Associate Representative
Location: Chicago, IL - Will start the role remotely but expected to return to the office once restrictions are lifted.
Schedule: Monday - Friday (8) hour shift between 7:00am-5:30pm
Duration: project through 10/2020 with the opportunity for an extension!

Job Description:
We are looking for a Resource Planning Associate Representative to join our team. This role will place outbound calls to potential patients daily, as well as take inbound calls daily from members returning the original call. This role will be responsible for enticing the member to agree to a free benefit provided by their insurance and secure the scheduled visit. The ideal candidate will have the ability to multi-task, prioritize, and manage time effectively, as well excellent verbal and written communication skills with a “Self-starter” attitude. Additionally, the ideal candidate will have 2-3 years outbound call center experience, coupled with a bilingual proficiency in Spanish. 

  • 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 Qualifications:
  • 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
  • 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 and with electronic medical records
  • Preferred 50 WPM
  • English & Spanish Read Write Speak