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 setting. Success in this role requires strong
Ncommunication skills and the ability to address escalated issues and function as a key member
Nof the clinical team. Theindividual in this role will be observant, impeccably organized, proactive
Nand possess an understanding of the business.
NKey Responsibilities:
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- Effectively manage the call flow, issue resolution and clinical questions that the patients
Nmight have.
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- Prepare reports and analyze data to improve processes and maximize efficiency and
Nplan member satisfaction.
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- Handle calls and other communications with clinics and their patients.
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- Resolve and maintain 100% follow-through on patient questions, requests and open
Nitems.
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- Use our technology solutions effectively so that we have the right information for the
Nmember.
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- Communicate with our plan members to resolve patients' issues, as well as responding
Nto their requests promptly.
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- Demonstrate great depthof knowledge/skills in CareStack's reporting and scheduling
Nfunctions.
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- Plan, prioritize, organize and complete work to meet established objectives.
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- Address all escalated calls and guide team members to resolve issues.
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- Gather and analyze information skilfully and comply with and adhere to all regulatory
Ncompliance areas, policies and procedures and company best practices.
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- Present and report to the leadership team as needed.
NQualifications
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- Verbal mastery in English
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- Demonstrated ability towork independently under limited supervision.
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- Perform at a high levelboth in the quality and quantity of work responsibilities.
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- Understanding of MS Office Suite with intermediate to expert technical and compute