What are the responsibilities and job description for the MSC Representative position at Crossover Health Management Services, Inc.?
About Crossover Health Crossover Health is creating the future of health as it should be. A national, team-based medical group with a focus on wellbeing and prevention that extends beyond traditional sick care, the company delivers an entirely new model of healthcare—Primary Health—built on the foundation of trusted relationships, an interdisciplinary care team approach, and outcomes-based payment. Crossover’s Primary Health model integrates primary care, physical medicine, mental health, health coaching, care navigation and more, and delivers care in surround-sound—in-person, virtually and via asynchronous messaging. Together we are building a community of members that embraces healthcare as a proactive part of their lifestyle. Job Summary The Member Support Center (MSC) Representative role is at the forefront of providing an exceptional member customer service experience. As an important member of our Member Support Center team, the MSC Representative assists members with first call resolution and demonstrates an in-depth knowledge of the client specific workflows and procedures in correlation with the Crossover standards. The MSC Representative role facilitates the member’s experience throughout their interactions with Crossover Health by providing excellent customer service support over the phone. Job Responsibilities Process inbound and outbound calls with the highest level of professionalism Demonstrates a commitment to quality, delivering uncompromised customer service Works directly with members, assisting them with scheduling appointments, answering questions, navigating urgent requests or needs, and connecting members with their clinical care team Familiar and comfortable with navigating Electronic Medical Records (EMR) platforms, spreadsheet reporting, and instant messaging platforms Familiar with Call Center Softphone systems and set up Execute reflective listening skills to confirm members appointments Responds to voicemails in a timely manner and processes according to members request Achieve Member Support Center PG’s and KPI’s (i.e. Answering calls within 30 seconds 80% of the time, abandoned rates 8% or less, achieves overall call audit rating by 80%, call wait times are 30 seconds or less) Maintains the correct Dashboard status appropriations Engage in building cross-functional relationships with other clinical teams and departments Assists with assigned projects and special provider or patient requests. Become familiar and an expert as it relates to benefit eligibility, employer-sponsored health plans, including copays, co-insurance, and related benefit specific requirements and services Collaborates with the team and other clinical staff throughout Crossover to deliver an exceptional member experience and identify areas for improvement Knowledge of HIPAA regulations, Code Orange and incident reporting, and managing the release of Protected Health Information Performs other duties as assigned Required Qualifications Excellent Phone Etiquette 3 years of experience working in a call center or customer service environment Experience with multitasking, issue resolution, and conflict management Proficient computer skills and familiarity with Apple products (Mac), ChromeOS, or client-branded Windows products such as Microsoft or HP. Must be able to work in office during assigned shifts, including working a hybrid schedule if assigned Preferred Qualifications Excellent interpersonal skills and the ability to work effectively in a highly collaborative call center environment Proven organizational skills High level of ownership, accountability, and initiative Experience in a health care service delivery environment Physical Job Requirements Requires sitting and standing for prolonged periods of time Occasionally required to lift and carry items weighing up to 50 lbs Manual and finger dexterity and hand-eye coordination Requires corrected vision, hearing and speech within normal ranges Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Crossover Health is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or an accommodation due to a disability, you may email us at careers@crossoverhealth.com. To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. #LI-Onsite Welcome! Please tell us a little bit about yourself so that we can keep you updated on future job openings. Crossover Health is creating the future of health as it should be. A national, team-based medical group with a focus on wellbeing and prevention that extends beyond traditional sick care, the company delivers an entirely new model of healthcare—Primary Health—built on the foundation of trusted relationships, an interdisciplinary care team approach, and outcomes-based payment. Crossover’s Primary Health model integrates primary care, physical medicine, mental health, health coaching, care navigation and more, and delivers care in surround-sound—in-person, virtually and via asynchronous messaging. Together we are building a community of members that embraces healthcare as a proactive part of their lifestyle.