Easter Seals Jobs

SUMMARY

Coordinate work activities and services provided and train administrative staff. Mentor a team of call center representatives, providing guidance, support, and performance feedback as necessary.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Assist Medical Service Assistance (MSA) supervisors with providing oversight of day-to-day call center operations, ensuring efficient and effective handling of patient calls, appointment scheduling, and inquiries.

• Assist MSA supervisors with monitoring and evaluate call center interactions to ensure adherence to clinic protocols and customer service standards.

• Develop and deliver training programs for new and existing staff to enhance their skills and knowledge. Ensure team members are well-informed about clinic policies, procedures, and services.

• Address and resolve escalated patient issues or complaints in a professional and efficient manner. Act as a point of contact for complex cases and ensure timely resolution.

• Make clinical appointments and coordinate appointments with other direct care facilities as required. Appointments shall be made following MTF-provided appointing criteria and comply with Military Health System (MHS) access to care standards.

• Maintain appointment schedules, including after hours and secure messaging services.

• Validate eligibility through appropriate booking through Defense Eligibility Report System (DEERS). Register Patients not found in the computer system (newborns, etc.)

• Maintain accurate and up-to-date patient schedules and logs utilizing MHS Genesis system tools.

• Validate basic patient demographic information prior to booking appointment for patients and make required updates to ensure booking to proper Primary Care Manager (PCM).

• Contact patients to schedule, reschedule, and/or cancel appointments. Promote consult/referral specialty medical care -within the MTF or to civilian facilities.

• Assist in preparation of patient notices for appointment reminders, no shows, or reschedule/cancellations.

• Ensure delinquent and non-count appointments shall be resolved daily by end-of-day processing.

• Ensure the Patients’ booking clerks are familiar with the appointing system process order of precedence for an appointment search for PCM booking.

• Document patient refusals with appropriate standard refusal codes.

• Answer calls within five seconds with the goal of a one call resolution to the Patient’s needs. Continually work to reduce call abandonment rates.

• Provide proper instructions to patients calling after hours.

• Gather all pertinent information from patients who request to be connected to an afterhours, Provider On-Call, before making the connection.

• Manage secure messaging inboxes for each MTF and schedule appointments utilizing MHS Genesis. Once appointments are made, return a secure message to the patient notifying him/her of the appointment date, time, and any other pertinent instructions.

• Clear and Legible Report (CLR) PAT will track all MTF generated initial specialty care and urgent care referrals that were deferred to the network until closure.

• Capture the CLR as soon as a claim is discovered or requested by the referring provider.

• Check applicable claims database(s), when CLRs are undocumented in-patient records and manage assigned CLRs to closure.

• Notify referring provider of patient referral cancellations.

• Enter assigned referrals in CHCS as “Deferred Results Received,” and notify the referring provider of all closed CLRs.

• Process all assigned CLRs placed in the e-FAX, or designated network folder by MTFs.

• Maintain regular and punctual attendance.

• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

None.

MINIMUM QUALIFICATIONS

• High School Diploma or GED required.

• At least one (1) year of experience working in a call center environment.

• Proficiency in call center software and Microsoft Office Suite.

• Ability to analyze data and generate reports.

• Must be proficient in writing and understanding English. Must be able to clearly speak English and be understood by patients and clinic staff.

• Proof of completion of Privacy Act and HIPAA, Data-Safeguarding, Anti-Terrorism, Interacting with Government Employees, Composite Health Care System (CHCS), Armed Forces Health Longitudinal Technology Application (AHLTA), appointment booking, and policy training in a trainer-to-trainer format. Trainer certified.

• Proof of completion of TRICARE online training and have a solid understanding of the TRICARE online appointing and referral process.

• Proof of completion of Composite Health Care System /Enterprise-Wide Scheduling-Registration (CHCS/EWS-R) training.

• Proof of completion of training on the AHLTA T-CON function process or system and the CHCS appointing function.

• Proof of completed training on the secure messaging platform and the capabilities of managing inbox volume.

• Must be able to obtain clearance to access the work site located on a military installation and be granted a Common Access Card (CAC).

• Must obtain and maintain any necessary security access and/or background checks (U.S. citizenship required).

DESIRED QUALIFICATIONS & SKILLS

• Experience in a healthcare setting and patient access, specialty care referral, and reporting experience is highly desirable.

• Leadership and training skills.

• Excellent communication, interpersonal and customer service skills.

• Knowledge of the operation and maintenance of quality monitoring and reporting programs and systems.

• Knowledge of General medical ethics. Excellent telephone etiquette, written/verbal & electronic communication skills.

• Operational computer skills with good general working knowledge of word processing, and Microsoft applications (including Windows, Word, Excel, Outlook).

• Able to define problems and obtain solutions.

Job Requirements:

WORK SCHEDULE

Full-time. May be required to work additional hours as needed to complete assignment or project.

TRAVEL

The expected travel time is less than 10%.

DRIVING REQUIREMENT

None.

WORK ENVIRONMENT

Work is primarily performed in a professional office setting, including the normal office equipment (e.g., computer, fax machines, copier) and with a wide variety of people in differing functions, personalities, and abilities.

PHYSICAL DEMANDS

Frequent sitting, standing, walking, or to be or remain in a position or state of inactivity. Occasional lifting of up to 30 lbs. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

COMPENSATION & BENEFITS PACKAGE

• Salary is: $37,440.00 - $45,760.00 per year.

• Eligible Benefits: Medical, Dental, Vision, Group Term Life & AD&D Insurance, Voluntary Life and AD&D Insurances, Voluntary Long-Term & Short-Term Disability Insurance, Dependent Spouse Life Insurance and Dependent Life Insurance, Prescription Drug Coverage, Hearing Coverage, 401(k) Savings Plan, Employee

Compliance:

To be considered for this position, all applicants must apply on the company website, https://katmaicorp.com/life-at-katmai/

We are a VEVRAA Federal Contractor

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, marital status, familial status or any other characteristic protected by law. https://katmaicorp.com/life-at-katmai/#equal_opportunity Preference will be given to Ouzinkie Shareholders, Descendants of Shareholders and Spouses of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2000e - 2(i).

Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

Requisition ID: 3555