Access Operations Agent

Description We are in the market for a dedicated Medical Customer Service Representative to join our team in Newark, California. This role is pivotal in coordinating patient care by scheduling appointments, facilitating communication between patients and physicians, and ensuring accurate documentation of calls. The position requires a high degree of customer service proficiency and the ability to navigate a multi-line phone system. This role offers a contract to hire employment opportunity.

Responsibilities

• Respond to a high volume of incoming and outgoing telephone calls and faxed referrals

• Coordinate care by scheduling, editing, and maintaining routine patient physician appointments for new and returning patients

• Facilitate effective communication between the patient and the physician or clinic

• Deliver expert knowledge regarding clinic-specific processes

• Accurately document and route calls to the appropriate department

• Identify urgent customer needs or operational issues, and escalate appropriately

• Work with care teams, patients, and outside facilities to obtain necessary information required for care

• Communicate with the care team and support staff on various patient issues

• Obtain and update insurance information

• Meet all regulatory and compliance standards

• Deliver a high level of customer service

• Follow documented protocols and guidelines

• Meet and exceed departmental quality assurance standards

• Use reference documents and online knowledge base tools to clearly articulate accurate information regarding services

• Use the functionality of the telephone system as required. Requirements - Proficiency in customer service, with a focus on providing exceptional support in a medical setting

• Experience in a call center environment, demonstrating the ability to manage high call volumes

• Knowledge and understanding of handling inbound calls, efficiently addressing customer queries and concerns

• Familiarity with operating a multi-line phone system, ensuring seamless communication

• Willingness to learn and adapt to new systems and procedures related to the healthcare industry

• Strong communication skills, both verbal and written, for effective interaction with customers

• High level of empathy and understanding to handle sensitive customer issues

• Ability to work under pressure and manage stressful situations calmly

• Openness to work in different shifts, as per the organization's needs

• Proven problem-solving and decision-making skills to provide effective solutions to customers

• Demonstrated ability to work independently and as part of a team.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit ~~~ for more information.

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