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Resource Planning Associate Representative (IL)
Ref No.: 20-03966
Location: Chicago, Illinois
Resource Planning Associate Representative

Address: 1340 S Damen Ave, Chicago, IL, 60608 (Suite 400) [remote during COVID-19]
Hours: Tuesday-Friday 10:30am-7:00pm ; Saturday 7:00am-3:00pm

Pay: $15.84/hour paid every Friday
Duration: 09/08/2020 to 12/31/2020 (extension and permanent placement depending on attendance and performance)
Openings: 5
Required: Bilingual, Spanish and English

Role Summary
  • 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 200+ 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.
  • 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
  • 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
  • Ability to pass 7-year county background check and urine drug screen
  • 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
  • Preferred 50 WPM
  • Ability to multi-task, prioritize, and manage time effectively
  • Excellent verbal and written communication skills
  • “Self-starter” attitude