PACE Call Processing Representative

Location

Mesa, AZ | United States

Job description

PACE Call Processing Representative Location San Diego, CA (Kearny Mesa area) : Position Summary: This position will work in a fast-paced environment and is responsible for the initial screening and coordination of all calls from participants to the San Diego PACE program. Responsible for working with the Access to Care Supervisor to implement the program's intake, scheduling, rescheduling and cancelling of appointments for all San Diego PACE participants. This position will be responsible for greeting callers in a friendly and courteous manner that demonstrates a high level of commitment to our mission, gather all necessary information over the phone and answering questions while educating callers about available services. The Intake Specialist utilizes a team approach and works cooperatively to ensure that all calls are answered in a timely manner and demonstrate the highest level of service, compassion, empathy and dignity to all participants and customers. Essential Functions of the Job:

• Demonstrates knowledge and understanding of San Diego PACE services, to answer questions and direct calls appropriately.
• Document all calls on our EHR system and inform appropriate staff.
• Demonstrates knowledge and understanding of the San Ysidro Health services and programs to answer questions and direct calls appropriately.
• Efficiently and actively provides excellent customer service by properly greeting, listening, assisting, directing, and closing each call. Performs appointment scheduling, rescheduling, canceling, and confirming.
• Understands, recognizes, and effectively handles unique medical issues, urgent services and patient grievances and follows established protocols to resolve problems or determines escalation to supervisor.
• Logs in and is ready to receive or make calls as directed by schedule as well as utilizing break codes appropriately as defined by the call management system.
• Provides quality, efficient telephone customer service to internal and external customers and routes calls to appropriate department for continued assistance as necessary.
• Adheres to current productivity and quality assurance requirements for the department.
• Clearly and effectively communicates with patient/staff via call or electronic message.
• Take complete messages that are detailed, concise, spelled accurately and utilizes correct medical terminology.
• Understands and applies company policies regarding the proper use of the computer, telephone, and other company equipment to complete daily tasks.
• Adheres to San Ysidro Health's and department's attendance and punctuality policies and practices.
• Performs other related duties as assigned or requested.

Job tags

Salary