Access Operations Agent

Description We are seeking a Medical Customer Service Representative based in Newark, California. This role involves managing a high volume of inbound and outbound calls, coordinating patient care, and delivering high-quality customer service within a healthcare setting. This role offers a contract to hire employment opportunity.

Responsibilities

• Respond to a high volume of incoming and outgoing telephone calls and faxed referrals in a timely manner

• Coordinate patient care by scheduling, editing, and maintaining routine appointments for new and returning patients

• Facilitate communication between patients and physicians or clinics, ensuring clear and efficient information exchange

• Deliver expert knowledge regarding clinic-specific processes to ensure smooth operations

• Accurately document and route calls to the appropriate department based on customer needs

• Identify urgent customer needs or operational issues and escalate appropriately for resolution

• Work closely with care teams, patients, and outside facilities to obtain necessary information required for patient care

• Communicate effectively with the care team and support staff on various patient issues

• Update and maintain accurate insurance information for all patients

• Ensure all activities meet regulatory and compliance standards

• Deliver a high level of customer service to all patients and stakeholders

• Adhere to documented protocols and guidelines to ensure consistency and quality of service

• Meet and exceed departmental quality assurance standards

• Utilize reference documents and online knowledgebase tools to clearly articulate accurate information regarding services.

• Operate the telephone system effectively as required by the role. Requirements - Role requires proficiency in 'Call Center Customer Service' and 'Customer Service' skills.

• Must be capable of 'Answering Inbound Calls' efficiently.

• Familiarity with 'Answering Multi-Line Phone System' is necessary.

• Experience in Medical Customer Service is preferable, but not compulsory.

• Excellent communication and interpersonal skills are essential.

• Ability to work in a fast-paced environment and handle high call volumes.

• Must demonstrate the ability to empathize with patients and resolve their concerns.

• Knowledge of medical terminologies and health insurance policies would be advantageous.

• Must maintain patient confidentiality and adhere to healthcare regulations.

• Strong problem-solving skills and the ability to make decisions under pressure.

• Must be willing to work in shifts, over weekends, and on public holidays if required.

• High school diploma or equivalent is required; a degree in a relevant field would be a plus.

• Bilingual or multilingual skills would be beneficial.

• Must have a strong commitment to quality customer service.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit ~~~ for more information.

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