Call Center Representative

• Provide telephone assistance to clients inquiring about clinical services, payment options, insurance coverage, health center hours, and locations
• Manage a high volume of inbound calls
• Perform initial visit assessments and schedule appointments across multiple health centers in Epic EMR
• Collect insurance details and perform online or telephone coverage authorizations
• Resolve billing questions and provide cost estimates
• Accurately enter and document patient demographics, insurance coverage, pharmacy preferences, and fee assessments in Epic
• Respond to basic client questions and route complex inquiries or medical messages according to protocol
• Provide empathetic support to callers
• Collaborate with health center teams and business office staff to meet call center productivity standards and improve the patient experience
• Report directly to the Call Center Manager

Bilingual Call Center Associate

• Provide oversight and management for a team of Call Center Agents coordinating healthcare appointments for primary and specialty care across 13 Military Treatment Facilities in the National Capital Region
• Serve as Lead Call Center Agent; resolve team problems, coordinate workload and assignments, train staff, and ensure adherence to policies, procedures and protocols
• Recommend and implement approved improvements to the Appointing and Referral Management Care Coordinator process
• Perform all Call Center Agent duties
• Monitor IVR, ACD, CMS, MHS-GENESIS, Microsoft Office Suite and automated systems
• Review clinic appointing rules and referrals for administrative and clinical completeness; coordinate prerequisites before first appointments
• Direct professional staff and Call Center Agents regarding processes and policies; assist with training and orientation
• Review healthcare delivery plans related to patient eligibility in MHS-GENESIS
• Discuss MICAs with team members and develop mitigation plans
• Advise ROFR staff regarding referrals and access-to-care options
• Coordinate appointment and referral tracking in MHS-GENESIS and search MTF availability
• Identify issues affecting MTF capabilities, access, compliance and quality of care; report findings and implement changes with leadership
• Ensure equitable distribution of call center workload
• Ensure phone system applications are operating upon login
• Schedule patients at NCR MTFs in MHS-GENESIS according to business rules and protocols
• Verify and update patient registration and demographics in MHS-GENESIS
• Support appointing and referral management office duties for Direct Care MTFs and Civilian Care
• Review and prepare monthly appointing reports using CMS, DPA and AVAYA Contact Recorder
• Analyze complex healthcare operations and prepare presentations, project papers, staff and biometric reports, and correspondence
• Conduct studies supporting military healthcare projects, processes and initiatives
• Collaborate with administrative and technical staff to ensure efficient operations
• Perform office administration, clerical, statistical and data-entry tasks
• Monitor team calls and provide feedback on strengths and improvement areas
• Monitor, document and report time and attendance to the PM and leadership

Call Center Representative jobs in Maryland

Bilingual Call Center Associate

Temporary Team Lead – Call Center Environment