Job Details

Job Description
Required Qualifications:

• High School Diploma/ GED or higher
• 2 years of healthcare experience---
• 2 years of call center experience---10
• 1 year of work from home experience
• Internet speed of 30 mbps download and upload

Preferred Qualifications:

• Experience working within a medical/behavioral setting (e.g. hospital, managed care organization, or joint medical/behavioral outpatient practice)
• Experience working in an environment that required coordination of benefits and utilization of multiple groups and resources for patients
• Working knowledge of community-based resources and services

Primary Responsibilities:

• Focus on one call resolution, navigating through complex computer systems to identify the status of the request and provide appropriate response to caller
• Deliver information and answer questions in a confident manner to facilitate positive outcomes with the providers and members we serve
• Complete thorough documentation of call interactions with real time talking and typing
• Serve as a resource or Subject Matter Expert for team members or internal customers
• Make outbound calls to families who have a child with Autism to discuss provider referrals and behavioral health needs
• Data collection from providers, inputting information into multiple documentation systems.
• Contact providers to clarify information, review benefits and authorizations, and assist with care coordination
• Coordinate information to clinical team partners
• Triage submission of clinical information, set up cases to improve timely review, and complete administrative follow-ups on cases

The top Skills, Background and Pluses:

• Able to discuss how your background, skills, and achievements fit this position.
  • Call center or high-volume call setting
  • Customer service setting
  • Using phone and computer as the primary instrument to perform the job
  • Healthcare or medical experience
  • Any medical terminology like providers, appointments, in network
• Your most important soft skill to succeed
  • Reasons for your answer (Could give a successful example)
  • Decision making experience
  • Critical thinking experience
  • Understanding of your organization's business operations
• In what ways might your previous work experience be relevant to this new position?
  • Incoming calls
  • Incoming complaints c
  • Outgoing calls
  • Incoming orders
  • How your experience benefits the company
  • Confidence
  • Awareness of challenges
• Tell me about your computer experience.
  • MS Office products and system navigation
  • Have you ever used Excel and Outlook
  • Multiple systems
  • Multiple screens
  • Customer workload potential

1. Describe an experience where you solved a customer's problem or shared difficult information with them.

• As a call center representative, how do you minimize errors while multitasking?
  • Multiple calls
  • Communicating with colleagues
  • Taking complaints and processing them
  • Responding to clients
  • Ability to work under pressure
  • Ability to attain efficiency and productivity

1. Which metrics demonstrate quality client service?
   • Job knowledge, quality service, and strong communication skills.
   • KPI's (Key Performance Indicators) or Production results, or company goals that evaluate success at reaching targets can include:
   • Average Handle Time (AHT)
   • Quality
   • Schedule Adherence
   • Net Promoter Score (NPS)
   • Average Wait Time (AWT)
   • First Contact Resolution (FCR)
   • Customer Satisfaction Score (CSAT)
   • Or other
   • A home office that is HIPAA compliant, quiet, and free from distractions. Internet access must be available on the first day of work, with upload and download speeds of at least 25 Mbps, using a hardwired Ethernet cable.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.