[Hiring] Outbound Call Agent @Greater Good Health

Role Description

The Outbound Call Agent is a key point of contact, responsible for engaging patients and connecting them to the care they need. Successful agents are strong communicators who bring empathy, professionalism, and a genuine desire to improve the patient experience at Greater Good Health. They are welcoming and courteous, with excellent active listening and critical thinking skills, and thrive in fast-paced environments that require multitasking and problem-solving. Just as importantly, Outbound Call Agents know how to build trust with the geriatric population, helping patients feel comfortable and supported every step of the way.

• Outreaching to patients and assisting them with closing open HEDIS quality gaps (e.g., colorectal screening, breast cancer screening, blood pressure monitoring, etc.)
• Track, document, and update outreach attempts, patient responses, and completion of quality measures in the designated systems
• Accept inbound calls from patients with questions regarding screenings, labs, or other quality-of-care needs
• Handling protected health information (PHI); and adhering to the general standards set forth by HIPAA
• Educate patients on the importance of completing these services to support their health and meet HEDIS quality standards
• Collaborate with the quality team to identify trends, share patient feedback, and suggest process improvements to maximize gap closure rates
• Connecting with the geriatric population to build trust, answer questions, and make them feel comfortable, calm, and supported
• Coordinating referrals and activities for HEDIS gap closure
• Maintaining collaborative relationships with clinicians and the leadership team to help develop new programs to improve patient engagement
• Other duties as assigned

Qualifications

• 1-2 years of post-high school education or a degree from a two-year college
• 1-3 years of experience working in standard operating systems (Windows, MS Word, MS Excel, Internet, and other applicable systems)
• 1-3 years of experience working in a call center, preferably sales related
• Stable and strong internet connection required - minimum 30 Mbps download and 5 Mbps upload speed
• Excellent verbal and written communication skills
• Outstanding phone skills with sensitivity towards protected health information (PHI)
• Must be organized, detail-oriented, and be able to multi-task
• Must be adaptable and a team player
• Professionalism in appearance, communication, and demeanor
• Must be able to work independently with limited supervision
• Solid problem-solving skills

Requirements

• Basic Excel skills to be able to navigate, data entry, filter, and sort data
• 1+ years of experience with Medicare/Senior population
• 1+ years of call center experience and managing phone queues
• Healthcare experience in a patient-facing role
• Familiarity with HEDIS measures and quality improvement programs
• Strong preference for bilingual (English/Spanish)

Benefits

• Competitive Compensation Package: We offer a competitive compensation package to recognize your valuable contributions and ensure your financial security.
• 401K Program with Company Match: Plan for your future with our 401K program, featuring a company match, to help you save for retirement.
• Malpractice Coverage: Rest easy knowing you're covered with malpractice insurance ensuring peace of mind as you provide care.
• Monthly Phone/Internet Reimbursement: Stay connected with our monthly phone and internet reimbursement, ensuring you have the tools you need to excel in your role.