The Virtual Assistant will assist our clinics with the recall, retain and re-engagement of their
patients via outbound calls. The individual will leverage their people skills as they speak to
patients in a hands-on fast-paced environment. Success in this role requires strong
communication skills and the ability to address escalated issues and function as a key member
of the clinical team. The individual in this role will be observant, impeccably organized, proactive
and possess an understanding of the business.
Key Responsibilities:
• Effectively manage the call flow, issue resolution and clinical questions that the patients
might have.
• Prepare reports and analyze data to improve processes and maximize efficiency and
plan member satisfaction.
• Handle calls and other communications with clinics and their patients.
• Resolve and maintain 100% follow-through on patient questions, requests and open
items.
• Use our technology solutions effectively so that we have the right information for the
member.
• Communicate with our plan members to resolve patients’ issues,
as well as responding
to their requests promptly.
• Demonstrate excellent depth of knowledge/skills in CareStack’s reporting and scheduling
functions.
• Plan, prioritize, organize and complete work to meet established objectives.
• Address all escalated calls and guide team members to resolve issues.
• Gather and analyze information skilfully and comply with and adhere to all regulatory
compliance areas, policies and procedures and company best practices.
• Present and report to the leadership team as needed.
Qualifications
• Verbal mastery in English
• Demonstrated ability to work independently under limited supervision.
• Perform at a high level both in the quality and quantity of work responsibilities.
• Understanding of MS Office Suite with intermediate to expert technical and computer
skills; ability to navigate quickly within various computer programs.
• Dedicated to improving healthcare