Job Summary:
Entry Level Position. Works under direct supervision following the protocols and procedures for assessing, categorizing, and prioritizing incoming customer/patient inquiries to direct them to the appropriate resources or personnel for resolution. This role is crucial to managing call volume, ensuring efficient service delivery, and improving patient satisfaction.
Job Duties
Help Desk phone coverage for incoming calls, outbound calls and directing incoming calls to appropriate staff members
Manage and assist with prescription processing as needed, when not taking patient inbound calls
Responsible for quickly and efficiently evaluating the nature, urgency, and complexity of patient calls
Directing calls to the correct department, team, or individual based on the assessed patient needs
Provides resolution to customer service issues to ensure member satisfaction as needed
Maintain and keep reasonable production as determined by supervisor
May assist in orienting and training new employees
Responsible for completing all mandatory and regulatory training programs
Perform other duties as assigned