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Línea de Acceso - Call Center (Turnos Rotativos)

San Juan Capestrano
Posted 20 days ago, valid for 9 days
Salary

Competitive

Contract type

Full Time

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Sonic Summary

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  • The position serves as the initial point of contact for incoming calls, screening and assessing the severity of each call for appropriate routing.
  • Candidates should ideally have college credits or a completed degree in Psychology or Social Work, along with excellent communication and interpersonal skills.
  • The role requires demonstrating a positive and professional attitude, while ensuring patient safety and addressing concerns effectively.
  • Responsibilities include providing information on coverage determination, documenting calls, and performing warm transfers to clinicians as needed.
  • The salary for this position is competitive, and applicants should be available to work rotating shifts, with prior experience in a similar role preferred.

Overview

​PURPOSE STATEMENT: 

Serve as the initial point of contact for incoming calls to the center, screen telephone calls, and assess the severity/acuity of each call in order to appropriately evaluate and route it.

 

 

Responsibilities

​ESSENTIAL FUNCTIONS: 

  • Always demonstrate a positive, empathetic, and professional attitude toward customers. When patient needs are not met, acknowledge concerns and work toward resolving complaints. Recognize that patient safety is a top priority.
  • Provide information and services related to coverage determination, service authorization (or denial), and linkage to resources, services, and support systems.
  • Answer all telephone calls using the approved telephone answering script.
  • Assess each call for a potential crisis before placing any caller on hold.
  • Identify and refer callers to appropriate community resources.
  • Observe and adhere to all HIPAA and Recipient Rights policies and procedures.
  • Provide consumer-focused, professional, and compassionate service.
  • Document incoming telephone calls and collect demographic information for all callers before making referrals or transfers.
  • Perform warm transfers for individuals requiring a clinical assessment/screening to the center's clinicians.
  • Ensure that all aspects of the enrollment and re-enrollment processes are completed. This includes answering inquiries, verifying consumer residency, and assigning clients as needed.
  • Provide consumers with accurate information regarding grievances, appeals, and local dispute resolution processes associated with their specific benefit plan.
  • Conduct follow-up calls and customer satisfaction calls.

OTHER FUNCTIONS:  

  • ​Perform other functions and tasks as assigned. 

Qualifications

​EDUCATION/EXPERIENCE/SKILL REQUIREMENTS: 

  • Ideally, possess college credits or a completed degree in Psychology or Social Work.
  • Availability to work rotating shifts.
  • Excellent communication and interpersonal skills.

 

 



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By applying, a Sonicjobs account will be created for you. Sonicjobs's Privacy Policy and Terms & Conditions will apply.

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