What are the responsibilities and job description for the Customer Care Representative II position at HORIZON HEALTH AND WELLNESS INC?
Responsibilities
- Receive and initiate calls to/from patients, providers, provider offices and facilities, while following all established scheduling procedures and protocols to ensure patients receive the care they need.
- Schedule appointments through coordination of patients, providers, facility resources, ancillary staff, referrals, authorizations and payers.
- Obtain patient demographics, insurance information and necessary documents required to secure authorizations, referrals, or other data as determined by various facilities and insurance carriers.
- Responsible for obtaining and properly documenting all necessary and accurate data during the intake/registration process.
- Answer questions as necessary within guidelines and protocols.
- Effectively communicate and build impactful relationships through written, electronic and verbal channels with patients, facilities, providers and other clinical colleagues to ensure an easy, empathetic, solution-orientated patient experience, included but not limited to phone, chat, email, electronic medical record messaging and other digital channels. Anticipate patient and provider needs and responds accordingly.
- Assist with team training and mentoring as needed.
- Perform other duties as requested by Supervisor or other Administrative personnel