Administrative Associate

Job Responsibilities

• Handle calls in a clinical operations support environment, resolving member and provide queries efficiently.
• Provide guidance on appropriate levels of care (primary care, urgent care, emergency services, telemedicine) based on caller needs and defined protocols.
• Assess caller situations and identify potential urgent or emergency cases, ensuring timely escalation to clinical teams when required.
• Deliver professional, calm, and empathetic customer support during all interactions, especially in high-stress or sensitive situations.
• Support a blended process (voice and non-voice) by managing calls, documenting cases, and responding to queries across multiple channels.
• Accurately document call details, medical concerns, and resolutions using appropriate systems and tools.
• Utilize foundational medical terminology to understand, capture, and communicate patient/member concerns effectively.
• Follow standardized scripts and workflows to guide callers, including directing them to telemedicine services or emergency care when necessary.
• Handle after-hours interactions by taking detailed messages and coordinating follow-ups with clinical teams within defined timelines.
• Coordinate with nurses, clinicians, and internal teams to ensure seamless case resolution and continuity of care.
• Maintain data accuracy and perform administrative tasks such as updating records, managing case logs, and supporting clinical operations processes.
• Ensure adherence to compliance requirements, confidentiality standards, and healthcare regulations while handling sensitive information.
• Continuously improve enhanced knowledge of healthcare processes, clinical workflows, and customer service practices to improve support delivery.  

PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Company’s Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR’s Marketplace Partners.

Diversity, Equity and Inclusion Program/Affirmative Action Plan:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about our roles but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.

As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy.

PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: taglobal@prismhr.com. Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

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