What are the responsibilities and job description for the Patient Care Representative position at OneVeracity?
Description
The responsibility of a Customer Service Representative is to communicate with healthcare professionals to obtain prescription information, with patients to determine and coordinate individual prescription needs, and with team members to resolve issues relating to patient orders.
Responsibilities
The responsibility of a Customer Service Representative is to communicate with healthcare professionals to obtain prescription information, with patients to determine and coordinate individual prescription needs, and with team members to resolve issues relating to patient orders.
Responsibilities
- Work onsite in a Call Center setting, analyzing situations, utilizing/navigating multiple computer systems simultaneously, while using strong customer service and conflict resolutions skills.
- Answer Plan Benefit questions from Members. Provide solutions to problems and determine individualized resolutions by keeping resources up to date and organized and providing information on community resources when appropriate.
- Maintain confidentiality of information for all members by adhering to privacy policies and
- Perform other duties as assigned by management HIPAA laws and guidelines.
- Provide accurate information in a professional manner using technology and software to document calls from members, providers, and other customers in a clear and concise manner.
- Work collaboratively and relay information to appropriate departments and partners using approved company channels and procedures. Perform outreach to physicians, hospitals, pharmacies, and other providers when necessary to answer questions and obtain or provide information.
- Review, update and become familiar with new and revised benefits, policy information, and/or claim processing procedures.
- Meet department standards and expectations including but not limited to quality, production, and attendance.
- Be able to articulate complex information in an easy-to-understand manner.
- Possess strong active listening skills and the ability to ask probing questions, understand concerns and demonstrate empathy.
- Perform other related duties as assigned.
- High School Diploma/GED required.
- General PC knowledge including Microsoft Office
- Excellent Customer Service, communication, organizational and interpersonal skills.
- Attention to detail, accurate reporting and follow-up.
- Analytical and problem-solving skills.
- Proficiency in processing and entering prescriptions.
- Ability to work in teams and coordinate efforts to ensure timely completion of work assignments.