Call Center Agent
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Zimmerman Associates, Inc. (ZAI) is currently seeking to hire Call Center Agents to support a government contract bid in the Bethesda, MD area. This is an onsite employment opportunity. However, consideration will be provided for teleworking after the successful completion of 120 days onsite.
ROLE AND RESPONSIBILITIES:
The Call Center Agent will be responsible for providing exceptional customer service to beneficiaries seeking medical appointments.
QUALIFICATIONS/SKILLS AND EXPERIENCE:
- An Associates Degree or a minimum of (4) years experience in a customer service role in a healthcare environment or a related discipline is required.
- U.S Citizenship required as well as ability to obtain a Public Trust Clearance.
- Strong knowledge about the Military Health System (MHS) and its military health care delivery operations in delivering patient-centered care for military beneficiaries.
- Familiarity with CHCS and AHLTA.
- Knowledge of medical terminology and information, military computer systems, and automated analytical tools and software.
- Ability to perform accurate data entry with strong attention to detail.
- Superior customer service, problem solving, collaboration and organizational skills.
- Effective communication skills both orally and in writing.
- Working knowledge of DOD, Federal, State, non-profit healthcare systems and organizations.
- Knowledgeable of and maintains HIPAA standards of privacy and confidentiality.
- Proficient in computer applications and standard office administrative practices and procedures to support the administrative work of the office.
- Knowledge of Microsoft Office programs, Outlook (email), and the Internet is required.
- Must have exceptional communication skills, empathy, and medical knowledge.
ESSENTIAL TASKS:
- Receive phone calls for appointment related requests for the National Capital Region and the Pro-active line/POM.
- Via the POM, call the patient, schedule an appointment with PCM or Specialty clinic.
- Accurately document all encounters in CHCS and the IRMAC database.
- Verify beneficiary eligibility for requested booking and confirm/update patient demographics.
- Review health care delivery plans related to patient eligibility status in CHCS, EWRAS, and conduct DEERS eligibility check on 100% of patients requesting appointment.
- Correct demographic data, by performing a mini registration update in DEERS (as necessary).
- Provide clinic appointment access, T-cons to doctors and administrators. Search all MTFs for capability, based on clinic guidance and available appointments within the CHCS.
- Follow appropriate booking and consult protocols as outlined in the booking tools or Standard Operating Procedures (SOP) for each clinic to accurately and courteously scheduled appointments.
- Provide the patient with specific visit instructions.
- Send telephone consults to designated triage nurse for PCM immediately following the completion of a Telephone consult.
- Notify and direct professional staff and other medical administrative personnel regarding process, policy, and requirements.
- Upon request by the Medical Administrative Team Leader, provide occasional value-added support by assuming Team Lead responsibilities.
- When requested, for patients registered in Relay Health, book the appointment in the clinic nearest to the patients residence; send the patient a relay health email message with appointment date, time, clinic provider, and any special/clinic instructions; document in the JRMS database indicating that a Relay Health email was sent to the patient.
- Assist in preparing project reports/papers and other medical administrative correspondence for submission to senior MTF management.
ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.
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