What are the responsibilities and job description for the MCO Outreach Specialist position at Greater Philadelphia Health Action?
Qualified Candidates will be a High School Graduate or equivalent with a minimum of one-year healthcare experience in a Call Center environment. Medical terminology preferred. Good typing skills required, computer experience a must. Must possess an ability to deal with people sympathetically and effectively to obtain necessary information. Prior Customer Service experience preferred in a healthcare setting. Possess the ability to remain calm during stress/emergency situations. Ability to work with a wide range of staff and patients. Must be knowledgeable of administrative practices, procedures and guidelines. Ability to sit at a desk for long periods. Must have a clear speaking voice. Must be professional and cordial while answering the phone and handling patient requests.
Responsibilities include: Answer incoming calls from Patients to take questions related to patient care, answer inquiries, maneuver complaints to appropriate groups, tasks medical requests to sites for services needed and provide information; Perform a variety of tasks related to incoming calls utilizing EPM (Electronic Practice Management) and EHR (Electronic Health Records) systems; Provide patients with health information services; For each incoming call the agent will verify and enter new/existing customer information into the current EHR System; Follow up patient calls where necessary; Identify and escalate priority calls as needed.
