MEMBER ADVOCATE-WI

SUMMARY:Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction.

ESSENTIAL FUNCTIONS:

• Answersphones for Medicaid eligible requests for non-emergency discharges, ride requests, and dispatch estimated time of arrivals.
• Placesorders incomputersystem.
• Providesinformation forprovider, along with projected service times.
• Transferscalls toappropriate regionalteam members.
• Identifies, researches, and resolvesissues using the computer system.
• Follows-up on customerinquiriesnotimmediatelyresolved.
• Completescall logs and reports.
• Organizes, plans,andoptimizesdaily trip route assignments in a cost effective and efficient manner.
• Providessupport to other company departments and officesregardingtripassignment.
• Ensuresshort- and long-rangeplanning is performed toidentifytrips that require eligibility verification.
• Answers telephones,handlescalls, routes toappropriateindividual or takes messages. Ensurescustomers,vendorsand employees are handled in a professional and courteous manner.
• Followscompany policies and procedures
• Performsother duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Previousmember advocateexperience.
• Ability to read andcomprehendsimple instructions, short correspondence, and memos.
• Ability to analyze schedules and assign resources appropriately,efficientlyand cost effectively.
• Mustpossessgood organizational skills, attention to detail, and ability to focus on assigned tasks.
• Must be able to work collaboratively with internal departments and external facilities/providers todeterminebest practices for ongoing quality satisfaction.
• Excellent time management skills.
• Excellent Negotiation skills.
• Computer literate with the ability to learn customer service software applications.
• Work requires willingness toworka flexible schedule.

QUALIFICATION

• High school diploma or equivalent.