Handle high volume of inbound/outbound calls for customers that need to be screened financially and medically for financial assistance.
Uses company screening tool to determine customers eligibility for State and Federally funded programs.
Conduct the appropriate application support based upon state or federal regulations. Facilitates the application process or directs the customer to the appropriate next step.
Provide instruction or work directly with the customer or their appointment of representative to complete the appropriate application and acquire all necessary releases, signatures and supporting documents.
Submit the application and supporting documentation to the appropriate institution in accordance with company protocol.
Act as an advocate for the customer, but also serves as a liaison to other colleagues, client hospital personnel, and government agency staff in a collaborative effort to establish eligibility coverage for future or incurred medical expenses.
Provide superior customer service and maintains a professional image.
Meet or exceed established productivity, quality, and revenue metrics.
At least six months of experience in a customer service role, interacting directly with customers either in-person or over the phone.
Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievements of performance metrics.
Demonstrated experience communicating effectively with a customer and simplifying complex information.
Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
Experience with customer interactions that require live, accurate documentation of the encounter.
Ability to handle sensitive information and maintain HIPAA compliance.
Demonstrated ability to navigate Internet Explorer and Microsoft Office.
Maintain acceptable attendance and schedule requirement
Must be willing to report onsite in Ortigas.