Contact Center Specialist - Chicago, United States - Kinship Health

Kinship Health

Verified Company

Chicago, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

JOB PURPOSE:

JOB RESPONSIBILITIES:

Complete assessment and coordination notes for all transactions into EMR database with documentation reflecting context of the call (examples: service plans, authorizations, encounters, coordination notes, grievances, call assessments, demographic updates etc.) in designated systems.
Outreach to inquiring callers to keep them informed about their issues / request's status or resolution.
Complete Quality validation calls and Capture and modify any demographic missing by the PACE staff who submitted the original request, and communicate to all parties key updates to ensure that deliverables are achieved for the participant
Assist the supervisor with a variety of administrative tasks, including but not limited to, providing training to staff, managing, and handling escalated calls as needed.
Actively track outstanding caseload and prioritize escalated issues, disputes, and replacement requests as assigned on the worklist.
Adhere to HIPAA policies when working with confidential information, such as patient services and data summaries, quality assurance reports and use any/all sources of information (ie. Staff documentation errors, missing information in Care Compass, validation calls, grievances, etc.).
Provides general administrative oversight support as needed.
Maintains departmental quality and productivity goals.
Adhere to company and department policies and procedures.
Adheres to all applicable compliance requirements and the Code of Conduct.

QUALIFICATIONS:

EDUCATION:
Associates Degree preferred or equivalent relevant customer service, quality, and auditing experience preferred.

Additional Requirements:

Able to pass a typing test with at least 45 WPM.
Bilingual Requirement: Spanish, Russian, Chinese, Bengali, Korean

years' experience of in customer service, quality, and/or auditing experience.

Excellent written and verbal communication skills.
Ability to thrive in a fastpaced environment and meet assigned deadlines.
Excellent organizational skills, accuracy, and attention to detail.
Ability to operate both independently and collaboratively as required.
Proficiency in Microsoft Office Suite, including Word, Excel and Outlook.

Physical Requirements
Individuals must be able to sustain certain physical requirements essential to the job.

This includes, but is not limited to:
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Standing

Duration of up to 6 hours a day.

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Sitting/Stationary positions

Sedentary position in duration of up to 68 hours a day for consecutive hours/periods.

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Lifting/Push/Pull

Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.

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Bending/Squatting

Have to be able to safely bend or squat to perform the essential functions under the scope of the job.

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Stairs/Steps/Walking/Climbing

Must be able to safely maneuver stairs, climb up/down and walk to access work areas.

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Agility/Fine Motor Skills:

Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.)

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Sight/Visual Requirements

Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy.

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Audio Hearing and Motor Skills (language) Requirements

Must be able to listen attentively and document information from patients, community members, coworkers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, must be able to speak comfortably and clearly with language motor skills for customers to understand the individual.

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Cognitive Ability

Must be able to demonstrate good decisionmaking, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Pay:
$45, $52,000.00 per year

Benefits: