[Hiring] Patient Care Advocate @Highmark Health

Role Description

This job is responsible for answering calls received into the centralized call center. The Representative will use the appropriate procedures, tools, and equipment to answer inquiries to provide First Call Resolution as often as possible. This level of representative will handle routine inquiries which will have a well-defined protocol as well as some more complex inquiries.

• Phone work - Assisting patients with all requests and specialties during business hours (8:00am-5:00pm).
• Promptly answers a multiple line telephone system and processes complex medical service requests in a confidential manner with strict adherence to policies and procedures.
• Ascertains the reason for a patient's call.
• Follows established protocol and uses independent judgment to appropriately refer a patient to a physician or specialist as necessary.
• Maintains department productivity levels for customer satisfaction. (85%)
• Working with leadership on professional development. (10%)
• Performs other duties as assigned or required by management. (5%)

Qualifications

• Minimum: High School/GED
• Customer service or Physician scheduling experience
• Preferred: 1 year in a Call Center role

Requirements

• This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
• Employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.
• Compliance with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures.
• Compliance with all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
• Adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Benefits

• Pay Range Minimum: $19.00
• Pay Range Maximum: $27.74
• Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.
• The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.