Customer Care Analyst

Randstad Corporate Services - Customer Care Analyst

job summary:The Outreach Specialist is primarily responsible for placing high volume of outbound calls to secure an appointment with a licensed Nurse Practitioner in the comfort of the member's home. The candidate is also required to answer any incoming calls from members and case managers as well as return any voice mail messages in a timely manner. This service is not required for the members but is an added benefit provided by the plan as part of their preventative care coverage at no additional cost to the member. The candidate will establish a report with a member, clearly explain the offered services while obtaining and securing the In Home Assessment as requested by the Health Plan. location: Troy, Michiganjob type: Contractsalary: $13 - 15 per hourwork hours: 10pm to 7ameducation: High School responsibilities:

• Contacts Health Plan members via provided lists to secure appointments with field providers to deliver in-home health risk assessments
• Must follow specific talking points and protocols associated with member outreach calls
• Secures visits via scheduling software efficiently, utilizing all available provider capacity when possible
• Utilizes excellent customer service skills at all times
• Utilizes exceptional communication and social skills to clearly explain the importance of agreeing to complete the annual assessment
• Utilizes up to six (6) different software applications simultaneously, often while the member is on the line
• Conduct follow up calls to the members one business day prior to scheduled date to ensure the visit success and to minimize provider frustration, member abrasion as well as to meet budgeted call volumes and completed appointments
• Must confirm and verify all demographic and contact information as well as follow HIPAA guidelines on every call when applicable
• Verify member's insurance active status and accurately enter the insurance information at the time of patient registration
• Informs manager of any problems or concerns associated with field providers
• Keeps up consistent communication with the call center manager in regards to attendance and requests for change in scheduled hours or changes in ability to perform daily duties
• Meet set performance standards and minimize distractions
• Work schedules are determined quarterly and are based on measured performance metrics
• Performs other related duties as assigned or requested by the call center manager or scheduling lead

qualifications:

• Experience level: Entry Level
• Minimum 2 years of experience
• Education: High School (required)

skills:

• Helpdesk
• Call center
• Customer service
• customer care

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.