Receptionist Call Center

Company: Spectrum Health
Location: Saint Joseph
Posted on: January 27, 2023

Job Description:

Job SummaryInbound call center to assist and educate members, employer groups, providers, colleagues, and/or agents of health plan benefits with accessing services, facilitating and resolving problems, understanding claims, billing and coding, along with other questions. Consistently create an exceptional experience with each contact, via inbound and outbound calls, face-to-face interactions, online chat, email, etc.Essential Functions+ Analyzes, evaluates, resolves and responds to service inquires from members, providers, employer groups, colleagues, agents, Elite agents (customers), and others within departmental guidelines. Professional and pleasant interactions are ongoing expectations.+ Partnering with internal and external resources, promptly provides customers with information and education concerning benefit clarification, eligibility requirements, verification, authorization, billing and claim status.+ Promptly identifies and resolves or escalates customer concerns or complaints to achieve positive outcomes. Places outbound welcome calls to members to educate them on their benefits as needed. Assists walk-in members and agents if assigned by leadership.+ Adheres to established procedure and quality guidelines in support of Priority Health service promise, key drivers, performance indicators, as well as Corporate values and codes of excellence. Identifies potential trends or issues that impact health plan members and works with coworkers and leadership resources to suggest process improvements.+ Assists members with administrative issues, such as submitting enrollment record changes, providing letter explaining coverage or benefits, and obtaining and relaying certain member information to other departments as needed.+ Facilitates claims resolution through follow-up on member calls and correspondence received to appropriate departments.+ Effectively tracks and/or documents all service interactions with customers within appropriate systems according to guidelines.+ Develops and maintains behaviors of productivity, availability to customers, and adherence to work schedule.Qualifications+ Required High School Diploma or equivalent + Preferred Associate's Degree + 1 year of relevant experience in related field RequiredPhysical Demands+ Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 10 lbs+ Waist to Waist > 5 lbs: Seldom up to 10 lbs+ Waist to Chest (below shoulder) > 5 lbs: Seldom up to 10 lbs+ Waist to Overhead > 5 lbs: Seldom up to 10 lbs+ Bilateral Carry > 5 lbs: Seldom up to 10 lbs+ Unilateral Carry > 5 lbs: Seldom up to 10 lbs+ Pushing Force > 5 lbs: Seldom up to 20 lbs+ Pulling Force > 5 lbs: Seldom up to 15 lbs+ Sitting: Frequently+ Standing: Occasionally+ Walking: Occasionally+ Forward Bend - Standing: Seldom+ Forward Bend - Sitting: Occasionally+ Trunk Rotation - Standing: Seldom+ Trunk Rotation - Sitting: Occasionally+ Squat: Seldom+ Stair Climbing: Seldom+ Reach - Above Shoulder: Seldom+ Reach - at Shoulder or Below: Seldom+ Handling: Occasionally+ Forceful Grip > 5 lbs: Seldom+ Forceful Pinch > 2 lbs: Seldom+ Finger/Hand Dexterity: Frequently+ Visual Acuity - [None = No; Seldom = Yes]: SeldomPrimary LocationSITE - Lakeland Medical Center - 1234 Napier Ave - St JosephDepartment NameContact Center - LakelandEmployment TypePart timeShiftVariable (United States of America)Weekly Scheduled Hours24Hours of Workvaries, 7-3p or 3-11pDays WorkedMonday, Friday, & e/o weekend, varied holidaysWeekend FrequencyEvery other weekend CURRENT SPECTRUM HEALTH TEAM MEMBERS - Please apply through Find Jobs from your Workday team member account. This career site is for Non-Spectrum Health team members only. Spectrum Health is committed to providing a safe environment for our team members, patients, visitors and community. That is why we require a drug-free workplace and various vaccinations as a requirement for employment.Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.If you are a qualified individual with a disability, you may request assistance in completing the application process by calling 616.486.7447. We are committed to granting reasonable accommodations in accordance with applicable laws.

Keywords: Spectrum Health, South Bend , Receptionist Call Center, Other , Saint Joseph, Indiana