[Hiring] Managed Services Agent - Healthcare @ACCESS TELECARE

Role Description

Access TeleCare is seeking a 2nd Shift Remote Managed Services Agent to perform multi‐channel emergency and routine consultation assignments for multiple service lines. The company’s Clinical Support team is dedicated to accelerating patient care. The Managed Service Agent is responsible for receiving and prioritizing emergency and routine consultations across multiple service lines and specialties.

• Proficient in Managed Services functions and maintains an adept knowledge of all processes and procedures.
• Effectively and efficiently manage incoming consultations workflows processes.
• Effectively and efficiently manage the patient rounding workflow daily.
• Interacts with clinical and operational teams to prioritize and assign requesting emergency/non‐emergency consultations for multiple services lines.
• Uses established and approved protocols, workflows, and the computer‐aided dispatch system to evaluate the situation and take the appropriate actions.
• Test readiness of computer, cameras, and other related communications equipment.
• Monitors and maintains queues to quickly prioritize and assign consultations to meet or exceed response time expectations.
• Demonstrate service excellence in meeting and exceeding all metrics.
• Exhibit a high degree of professionalism at all times when interacting with healthcare facilities, Physicians, co‐workers, and supervisors.
• May be required to be on‐call, remain on duty after shift‐end, and respond to emergency situations at any time.
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objective of the Clinical Support team.
• Maintains a favorable, collaborative, and professional working relationship with all departments to ensure an efficient working environment to achieve the company’s mission.
• Keeps immediate supervisor promptly and fully informed of all issues or concerns and takes prompt corrective action where necessary.
• Maintains a positive team spirit and fosters a positive organizational culture that aligns with the company values.
• Performs other responsibilities as requested.

Qualifications

• High School Diploma, GED, or Equivalent Certification Required.
• At least one year of experience working in a call center environment or healthcare or IT.
• Excellent communications skills (written and oral) as well as the ability to work effectively across departments.
• Demonstrated proficiency with Microsoft Office programs, communication, and collaboration tools in various operating systems.
• Ability to learn software and systems.
• Excellent phone/customer service skills along with high attention to detail.
• Enthusiastic about being on the forefront of healthcare and impacting patient lives positively.

Requirements

• Work Schedule: 2:45 PM - 11:00 PM Eastern Time.
• This is a full-time position; est. 40 hours per week.
• Weekly Workday Schedule: Wednesday-Sunday.
• Weekly Days off: Monday's and Tuesday's.
• Paid Training: 2-4 weeks, 8:00 AM-5:00 PM.
• The consult coordination center operates 24/7 and does require weekends and holidays.
• Frequent speaking and listening using a headset.
• Sitting for an extended period of time.
• Extended periods of time looking at a computer monitor.
• Repetitive use of hands/fingers across keyboard.
• High growth, fast-paced organization.
• Must be able to remain in a stationary position 50% of the time.

Benefits

• 100% Remote.
• Health Insurance (Medical, Dental, Vision).
• Health Savings Account.
• Flexible Spending (Medical and Dependent Care).
• Employer Paid Life and AD&D (Supplemental available).
• Paid Vacation and Sick Leave, Wellness Days, and Paid Holidays.
• Culture of ownership, transparency, and results — where the best ideas rise.
• Directly impact patient access nationwide.