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