Responsible for providing friendly and reliable customer service to Medicaid beneficiaries, healthcare providers, and other stakeholders for clinical assessment services. This position is in person in Cary, NC.
Responsibilities
- Answers telephone calls, screens calls, answers questions, and directs calls appropriately in a friendly manner.
- Schedules Assessments in designated systems
- Assists with email and written inquiries.
- Documents interactions in prescribed systems.
- Makes outbound calls to respond to messages.
- Interacts with hospitals, physicians, beneficiaries, or other program recipients.
- Handles and tracks queries from providers and members related to programs and services and resolves issues or refers to appropriate parties for resolution within established timelines.
- Processes/generates correspondence related to inbound communications within specified timelines and completes required tracking.
- Researches investigates, and assists beneficiaries and providers to ensure appropriate resolution and tracking of inquiries per established protocols.
- Documents and logs inquiry and complaint information within established timelines and protocols.
Education/Experience Requirements
- High School Diploma or equivalent required
- Minimum 1-2 years of customer service/telephone experience in a similar call center environment and/or industry.
- Previous experience in the Medicaid or healthcare industry preferred
- Associate or Bachelor’s Degree in Human Services field preferred
Knowledge and Skill Requirements
- General knowledge of Medical Services
- PC proficiency to include Microsoft Office Word, Excel, Outlook
- Excellent verbal and written communication skills
- Basic data entry skills
- Excellent customer service skills
- Ability to meet Departmental standards and established workload standards
- Ability to work well with management and team members to contribute to the achievement of departmental goals
- Ability to multi-task
- Strong organization skills
- Must have the ability to research and resolve issues related to program and services
- Must be able to work in a fast-paced call center environment
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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