Routing Specialist

Summary

MedZed is re-imagining the house call. Will you innovate with us? MedZed is a fast paced, organization focused on inspiring and enabling better health. We are seeking an exceptional Routing Specialist to join our team. MedZed uses technology to bring healthcare to complex, hard to reach patients. We partner with health plans and managed care organizations to allow these high-risk patients to be treated in the comfort of their homes. Our Routing Specialists are an integral part of the patient’s Enhanced Care Management team. The Routing Specialist possesses an energetic, outgoing, and friendly demeanor.

Job Description

MedZed Routing Specialist will assist in daily activities to ensure that routes are efficient for the scheduled day, require minimal technical intervention, minimize costs to the business and keep promises to customers. With general guidance and coaching, provides analytical support on business applications, infrastructure, and technology related activities. Provides guidance, assistance, coordination, and follow-up on complex problems and ensures resolution. Assists Patient Service Representatives on their migration to new or revised products, applications, and platforms. Works with application developers and operations personnel to support production applications and customer-specific operations. Working with other supervisors and management team members to support agents and maximize patient satisfaction. The ideal candidate must possess great communication skills and be able to lead and motivate in a multiple time zone, fully remote work environment. This is a full-time nonexempt position.

Daily Responsibilities

• Assist in establishing standards for Patient Service Representatives to assure patient care is timely, safe, and effective.
• Track errors and develop remedies to potentially fix them.
• Provide management with feedback detailing specific areas of opportunity as it relates to the schedule and routing procedures.
• Monitor schedules during real time, including call outs, blocks, supervisor requests, etc.
• Assist in developing methods to ensure optimal productivity/efficiency of 1A blocks/blocking.
• Assist in the reallocation of resources as needed to ensure proficiency.
• Other duties may be assigned.

Education & Work Experience

• High school diploma required.
• Excellent rapport with patients and staff on the phone
• Ability to weigh multiple factors before making decisions.
• 1-2 years of customer service experience
• 1-2 years of sales experience
• Independent, driven mindset