Medical Service Representative (MSR)
This is an entry level customer service representative position responsible for professionally responding to telephone inquiries from callers as they relate to health services our customers provide. IntelliCare's Medical Service Representatives, (as they are called), are responsible for solving problems and educating callers about our customers’ health programs and procedures. Also responsible for documenting all customer interactions, in the appropriate computer system. This is an entry-level position and these Medical Service Representatives work out of our call center in Portland, Maine or Dallas, Texas. This position is part of a 24-hour call center environment and sometimes requires evenings, nights and weekend hours.
We prefer to hire individuals that have excellent verbal and written communication skills, organizational skills, and the ability to handle multiple tasks.
Responsibilities:
- Promptly answers, screens and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
- Provide information on IntelliCare’s customers’ programs, policies and procedures.
- Collect and enter patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough and accurate.
- Refer patients to the IntelliCare’s nursing team for triage and medical advice.
- Responds to Crisis/Red Flag calls and refer to nursing staff until resolution.
- Utilizing automated (or if unavailable, manually) computer software to schedule appointment, take messages for physician visits and services and effectively communicating such information to the appropriate party per established protocols or rules of client.
- Participates in internal and external educational opportunities relevant to the call center or customer service environment. Attends or reviews 100% of team meetings annually.
- Respond to irate callers in a professional manner.
- Meets outlined IntelliCare Q Care benchmarks and/or quality indicators as monitored through audits or recordings.
- Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events or call volume variances.
- Other duties and special projects that are assigned by management.
Service Delivery Expectations:
- Customer service oriented.
- Meets IntelliCare’s Service standards in all categories on a monthly basis.
- Team player.
- Meets the expectations of our internal and external customers in providing excellent service.
- Demonstrates positive customer relationship skills with all telephone encounters.
- Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
- Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
- Promotes sense of pride in call center and positive interpersonal relations among all team members.
- Exhibits commitment to effective problem solving techniques when issues arise.
- Continuously acts to maintain a safe clean, healthy and fun work environment consistent with IntelliCare’s professional patient/caller service vision, values and endeavors.
- Arrives at workstation punctually ready to work and demonstrates minimal absenteeism.
- Demonstrate effective problem solving skills
Basic Minimum Qualifications:
- Candidate must live in the South Portland, Maine region and be able to work from IntelliCare's call center
- High School Diploma (or the equivalent)
- 1 year experience in a customer service environment.
- Basic computer skills that include a combination of experience in a Windows Operating System, e-mail and data entry experience.
- At least six months phone experience in a previous job or volunteer position.