What are the responsibilities and job description for the Customer Support Scheduler - Bilingual position at Pulse Clinical Alliance?
ABOUT ACW
Adobe Care & Wellness (ACW) is an organization whose culture is based on inclusivity and guided by a driving mission to positively impact the lives we touch. Founded in 2018, ACW is a woman-owned business, recognized as one of Arizona’s fastest-growing companies and a Phoenix Business Journal’s “Best Places to Work.” Based out of Phoenix, AZ with satellite locations in multiple states, ACW is an integrated health solutions company that specializes in customizing programs for insurance groups, providers, hospitals, and families offering case management, in-home/in-clinic wellness assessments, preventative care, transitional care, and social work services. ACW is the only fully integrated healthcare provider in the nation offering top-tier, meaningful medical services with a variety of service lines. As we continue to expand and serve those in need, we are looking for people who want to make a difference.
POSITION SUMMARY
The Customer Service Scheduler is responsible for coordinating and maintaining a full schedule of in-home wellness assessments and other preventative screenings for our field staff. As a CSS, you will provide inbound/outbound front office support within the service center to coordinate communication efforts, between other member services, and members via phone support, customer services, surveys, and scheduling.
Work from home is available after a 90-day introductory period!
DUTIES & RESPONSIBILITIES
- Demonstrate a positive and professional attitude in providing customer service by being respectful of all clients.
- Demonstrate professional, appropriate, and effective communication with clients, families, and other team members to ensure continuity of care.
- Perform outbound calls to members to schedule their wellness assessments on behalf of the health insurance in their home or via telehealth.
- Work collaboratively within a team setting to provide positive outcomes for patients as well as demonstrate a positive and professional attitude while providing customer service by being respectful of all members.
- Complete monthly satisfaction questionnaire calls.
- Responsible for the management of field staff calendars and ensuring their schedules are full.
- Proactively review, monitor, and adjust calendars for max efficiency.
- Maintain patient confidentiality, following all HIPAA guidelines and regulations.
- Participate in forming solutions for presenting problems and determining realistic goals.
- Answer incoming calls about service inquiries.
- Make outgoing calls including, but not limited to, observation, missed visits, discharge, and satisfaction, as well as others.
- Schedule appointments and service requests.
- Answer incoming calls.
- Make outbound calls.
- Complete scheduling for all needed services.
- Performs other related duties as assigned by management.
SKILLS & QUALIFICATIONS
- Ability to speak English and Spanish fluently.
- Spanish-speaking is REQUIRED.
- Proficiency in Microsoft products.
- Strong organizational skills with the ability to multitask.
- Identify and resolve problems in efficient and effective ways.
- Ability to manage sensitive information in a confidential manner.
- Excellent written and verbal communication skills.
- Problem-solving and analytical skills.
- Diligence and accuracy.
EDUCATION, LICENSES, & CERTIFICATIONS
- High School Diploma or equivalent required.
- Associate degree preferred.
PHYSICAL DEMANDS
- Occasionally required to stand.
- Occasionally required to walk.
- Continually required to sit.
- Occasionally required to climb, balance, bend, stoop, kneel or crawl.
- Continually required to talk or hear.
- While performing the duties of this job, the noise level in the work environment is usually moderate.
- May occasionally lift and /or move more than 30 pounds.
- Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing.
EQUAL EMPLOYMENT OPPORTUNITY
ACW is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
