Caller Job Description Sample
Pre Admissions Caller LPN (8425-147)
Under the general supervision of the Pre-op Manager, the Pre - Op Caller is responsible for calling all patients prior to day of surgery. The patients are to be informed of their arrival time, given complete preoperative instructions, and have all questions addressed regarding his/her surgical procedure.
The Pre-Op caller will take a medical and surgical history from the patient. The pre-op caller will review the patients medications and advise the patient which ones to take the day of surgery. The preoperative caller will also screen for medication and latex allergies.
LPN nurse preferred or an experienced Medical Assistant, or a High School Graduate with prior medical/surgical experience. Candidate must have excellent phone skills, a fundamental knowledge of medications, excellent communication and customer service skills. Computer experience desired.
Experience doing pre admission calls is strongly desired. Orientation will be dependant on the individual and past work experience.
Gift By Phone Caller
Concordia Seminary serves church and world by providing theological education and leadership centered in the Gospel of our Lord Jesus Christ for the formation of pastors, missionaries, deaconesses, scholars, and leaders in the name of The Lutheran Church Missouri Synod. Concordia Seminary is currently engaged in a search for a Part-Time Gift by Phone Caller to work in their Sustaining Fund Office.
POSITION SUMMARY: Serve as a member of the Gift by Phone team within the Sustaining Fund unit, assisting with meeting the goals of the Advancement Division. Make telephone calls to solicit, thank and build relationships with Concordia Seminary constituents and prospects.
Make solicitation calls to donors and prospects on behalf of Concordia Seminary to ask for specific gifts as defined by individual appeals.
Complete thank-you calls to Sustaining Fund donors with recent gifts.
Utilize Call Center to record pertinent data about the call and verify accuracy of name, address, email and other applicable information.
Strengthen and grow relationships between donors and Concordia Seminary by making effective, personalized calls with an ability to establish a rapport with a wide range of donors.
One year calling or related customer service experience.
Aptitude to understand the nuances of a calling script and the ability to customize the script accurately and consistently while maintaining the context of the message.
Excellent verbal communication skills and the ability to follow specific detailed instructions.
Ability to work independently and with others in a team role.
Must be comfortable working with a computer.
Flexible to work a variable schedule, including most evenings.
Knowledge of The Lutheran Church-Missouri Synod is preferred, but not required.
High school diploma or equivalent.
POSITIONS SUPERVISED: None
Pre-Registration Caller - Phoenix, AZ
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making Healthcare data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.SM
Contact patients and obtain demographic information
Discuss liability with patients
Attempt to collect payments from the patients
You will be required to make 100 - 150 calls a day
Other duties as assigned
High School Diploma/GED
Must be able to work M - F, 40 hours a week, varied shifts between 7:00 am - 7:00 pm
1 year of Customer Service experience
Must be able to utilize Microsoft Office in a professional setting
1 year of administrative experience in a medical office setting
Able to perform basic mathematics for payment calculation
Ability to read and interpret office forms and insurance cards and understand referrals
ICD 9 or 10 and CPT coding experience
Bilingual fluency with Spanish and English
Electronic Medical Records (EMR) experience
Healthcare isn't just changing. It's growing more complex every day: ICD-10 Coding replaces ICD-9; Affordable Care adds new challenges and financial constraints. Where does it all lead? Hospitals and Healthcare organizations continue to adapt, and we are vital part of their evolution. And that's what fueled these exciting new opportunities.
Who are we? Optum360. We're a dynamic new partnership formed by Dignity Health and Optum to combine our unique expertise. As part of the growing family of UnitedHealth Group, we'll leverage our compassion, our talent, our resources and experience to bring financial clarity and a full suite of Revenue Management services to Healthcare Providers, nationwide.
If you're looking for a better place to use your passion, your ideas and your desire to drive change, this is the place to be. It's an opportunity to do your life's best work.℠
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Keywords: Pre-registration, caller, UHG, Optum, AZ, Phoenix, Customer Service
Student Phonathon Caller Summer 2018 - Suny Delhi
Provide a generic overview of the Financial Aid programs available to qualifying students attending the respective school, including local, state, and federal programs.
Guide students on how to best gather the information to complete their paperwork successfully to meet the Financial Aid deadlines for completing the process; guides students and families through the paperwork completion phases.
Explain direct and indirect school costs through simplified budget.
Minimum 2.0 GPA and in good academic standing
Clean record of student conduct
Good communication skills
Prior experience with fund raising, sales and/or customer service
Availability week night evenings and some Sundays
Hours - Up to 29 hours per week
1.Complete an Application
2.Save it to your computer using "save as".
3.Upload your application when prompted
Please be sure your Adobe Acrobat software is up to date and that you are opening the application in Internet Explorer.
Applications are due by April 30th.
Financial Service Representative - Full Time
Job Title: Financial Service Representative
Department: Financial Services
Reports To: Manager, Financial Services Department
Service a banking transaction on behalf of a credit union or bank by accessing sensitive information and completing/recording the transaction in software.
The key functions of a Financial Service Representative are: view balances and history for checking/savings and other deposit accounts as well as loan accounts, transfer funds, view and explain why funds are on hold and/or when they will be released, re-order new checks, and provide deposit and general loan rates. Typically a Financial Service Representative will answer approximately 10-12 inbound calls per hour.
Essential Duties and Responsibilities include the following (other duties may be assigned).
Provide WOW Caller Service
- The caller is providing sensitive information. We need to be patient, get excited or show empathy, but most importantly be engaged in the conversation.
Strive for High Accuracy/Quality
- This position requires an astonishing knack for details. Due to the nature of sensitive information our interactions need to be processed with high accuracy.
An extremely important piece of the process is to carefully verify a caller's identity through asking a series of questions and closely listening to the caller's responses. The verification process will typically incorporate questions only the account holder would have knowledge of.
Provide Value to Our Client – We provide world-class caller-service 24 hours a day, 7 days a week. With LSI as a business partner a credit union/bank will have more hours to meet their caller needs.
Since we are there when the financial institution is closed, this improves caller satisfaction allowing the credit union/bank to focus on the growth of their financial institution. The happy customer will likely be a repeat customer, building a longer-lasting relationship!
- The caller may be pleasantly surprised when we are able to identify an additional product(s) or service(s) the credit union/bank offers which may save them time and/or money. We need to be on the lookout for these opportunities! This is a win-win for the caller and our client!
An individual should demonstrate the following competencies (in no particular order of importance--they are all important):
- None of our competitors service a banking transaction like we do. Our motto is we treat their callers better than they do. We are a constantly changing environment always looking to improve our craft.
- We are looking for individuals that have the ability to meet our strict schedule adherence policies including having limited unscheduled absences. We schedule for hundreds of thousands of interactions a month.
We have a full-time person dedicated to making sure we have the right number of employees staffed at the right times for the right days. If employees aren't working their scheduled days/times it means their co-workers may have an increased workload since they weren't here to answer their share of the interactions. Also, if employees aren't working their scheduled hours/shifts we could have an increased number of calls abandon which decreases our revenue opportunities.
- Good communication is key. We service banking transactions for over 60 different financial institutions all with their own policies.
It's important to be able to read and accurately interpret written information; as well as relay information the caller may need based on the requested transaction. As a Service Representative, employees' are handling sensitive transactions such as transferring money or reviewing why a checking account is overdrawn which can be an emotional transaction for the caller. It's important to take the time to have a clear understanding of the situation and focus on resolving any issues in a polite and positive manner.
Critical Thinker – Possess the skills to gather and analyze the right information skillfully using your experience & problem solving skills to complement the service transaction.
- Our goal is to continuously train our staff to improve his/her skills to prepare them for additional challenges. Employees need to take initiative to participate in self-development activities and seeks to pursue training and development opportunities to strive to continuously build their knowledge and skills.
- Integrity is of utmost importance - it's about doing the right thing, all of the time. We are an employee-owned company and every individual's decisions will have an impact on the success of the company.
- While we are competitive and really yearn to assist the callers with their banking transaction, we are a team. Each of us has strengths and skills to share.
Our staff will be here to help you along the way to provide feedback, share ideas, tips and suggestions. We have a collaborative culture so it's important for you to share your ideas as well. Always remember to strive to be the best individual you can be.
The better we are as an individual's, the better the team. This provides the foundation for LSI to be a successful employee-owned company.
Time Management Skills
- Employees are eligible to earn monthly incentives in addition to their hourly wage. One of the key elements of earning incentives is productivity.
Are you determined to earn the highest annual wage you can? The most successful employee has a high sense of urgency and determination to be effective and complete a transaction efficiently. Being aware of the time spent on a call is also key to a financially healthy organization.
Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read, write and comprehend simple instructions, short correspondence, and memos. We are always looking for individuals fluent in other languages!
During the service transaction process we are frequently working with dollars and cents using addition and subtraction particularly when a caller has an inquiry regarding their checking/savings account. Occasionally we may need to use multiplication or division if the caller has an inquiry regarding a loan payoff.
Type approximately 35 net words per minute.
Our contact center is open 24 hours a day 7 days a week - more hours to serve our client's needs creates a variety of schedule options for our staff based on our business needs.
This career opportunity does not have supervisory responsibilities, but when we are looking to fill a supervisory position you bet we'll be looking at you to step-up to the challenge....99% of job postings are filled with employees from within the organization.
Physical Demands/Work Environment
While performing the duties of this position, the employee is regularly required to sit; use a keyboard, and talk to callers via a hands free head set. The noise level in the contact center is usually moderate, but at times there could be 100 employees on interactions.
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job
LSI is a drug-free environment.
Parker House Hotel
As you pass through the sculpted bronze doors of this luxury Boston hotel, you will be enveloped by the timeless beauty that has made the Omni Parker House a landmark since 1855. Experience the perfect blend of modern amenities and historic charm at America's oldest continuously-operating hotel.Located on the Freedom Trail, guests enjoy grand views of historic downtown Boston, distinguished décor and thoughtful amenities that are evident in every striking detail in each of the 551 luxurious guest rooms. Walk to Beacon Hill, Faneuil Hall Marketplace, Quincy Market, the Financial District, shopping and more. Just 2.5 miles (10-15 minutes) from Logan International Airport. Come join us and our family and create your own history as an employee of this historic property.
The Ideal Services Agent provides prompt, courteous and efficient service to both associates and guests. The services he/she delivers usually fall under three categories: information assistance, dispatching hotel personnel to complete assignments or trouble-shooting issues/complaints. This vital guest service position delivers exemplary service primarily over the phone, but also, utilizes other technology to log, assign and ensure the completion of requests. He/she also assists with emergencies (fire, medical, power/system failure).
Respond to all incoming calls according to standard telephone policies and procedures, utilizing Omni guidelines for phone etiquette and appropriate verbiage.
Provide clear and pleasant telephone communication in English with proper grammar.
Ascertain caller's needs and comply with such to ensure callers' satisfaction.
Accommodate all requests in a congenial and professional manner.
Route callers to requested guest or the correct hotel personnel/department promptly.
Follow Omni standards for transferring calls and placing callers on hold.
Monitor busy lines; utilizing established procedures for checking back with callers on hold to update status and offering to take a message.
Accept, record, and deliver wake-up calls accurately and a timely manner according to Omni standards.
Remain calm in emergency situations, and effectively serve as the central communication center relaying relevant information to appropriate parties.
Ability to maintain discretion and confidentiality of all calls and guest room numbers.
Utilize effective and professional radio and paging etiquette according to Omni Standards.
Assist callers with credit card, calling card, overseas, and person-to-person calls as needed.
Handle billing questions and resolve billing issues within the parameters identified by the Front Office Management team.
Assist with Front Office functions, as needed.
Allocate designated surcharges, long distance, and operator assisted charges to correct guest room billing.
Monitor telephone system problems and maintain a log.
Handle guest complaints/upset callers by following the principles of our "Power of One" and "Power of Engagement" systems to ensure guest satisfaction.
Document of the Prompt Response to all guest complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
Other duties as assisgned.
Ability to clearly and pleasantly communicate in English both verbally and in writing with guests/visitors, management and coworkers to their understanding, both in person and by telephone is required.
Ability and willingness to work a variety of shifts that may include: nights, weekends, holidays and overnight shifts.
Knowledge of computers and telephone operations is required.
Fluency in a foreign language is preferred.
Ability to process incoming/outgoing calls quickly is necessary.
Previous customer service is required, preferably in an upscale setting.
Previous guest relations training preferred.
High School Diploma or GED is required.
Ability to compute accurate mathematical calculations is necessary.
Ability to multi-task is essential.
Ability to remain in stationary position for extended periods of time with limited movement is required.
Psychiatric Social Worker/Marriage & Family Therapist - Call Center - Extra Help
Overall Job Objective
Job Title:Psychiatric Social Worker/Marriage & Family Therapist
Extra HelpSalary:$37.32 - $46.65 Hourly
$2,985.60 - $3,732.00 Biweekly
$6,468.80 - $8,086.00 Monthly
$77,625.60 - $97,032.00 Annually
Job Type:Other (Posting Only)Location:San Mateo County, California
The County of San Mateo Health System's Behavioral Health and Recovery Services Division is seeking a well-qualified individual for the position of Psychiatric Social Worker/Marriage & Family Therapist
Extra Help to provide telephone screening of individuals requesting referrals for Mental Health and/or Alcohol and Other Drug services. This Clinician will answer live telephone calls; screen callers for insurance coverage and level of care for mental health and substance use treatment services; provide community resources and referrals; and determine appropriate referral disposition within Behavioral Health and Recovery Services (BHRS).
The current vacancy is for Extra Help, up to 40 hours per week, Monday through Friday 8:00 a.m. to 5:00 p.m., with some flexibility, in the Behavioral Health and Recovery Services Access Call Center located at 310 Harbor Blvd., Bldg. E, Belmont, CA.
The BHRS Access Call Center is the point of entry for all individuals requesting referrals to Mental Health and/or Alcohol and Other Drug services within San Mateo County. The Clinician's primary responsibilities will include:
Screening and triage for serious mental illness in adults; serious emotional disturbance in youth; mild to moderate versus severe mental health issues.
Determination of appropriate level of treatment referrals for substance use issues.
Assessing callers for danger to self or others and collaboration with community providers and/or emergency services to initiate welfare checks of individuals at-risk in the community.
Telephone assistance for callers in crisis; assessing for risk and safety and linkage to appropriate services.
Referring callers to appropriate providers for treatment services.
Providing excellent customer service to callers regarding mental health and alcohol and other drugs resources and referrals.
The ideal candidate will possess:
A valid license as a Clinical Social Worker or Marriage and Family Therapist. NOTE: This position does not provide hours towards licensure for LCSW or MFT.
Experience conducting telephone screening, triage, and referral for individuals with mental illness and/or substance use disorders seeking treatment services.
Ability to efficiently conduct screening by telephone in order to assess needs and make referrals in a timely manner.
Ability to evaluate the degree of behavioral health issues or emotional distress of callers.
Ability to screen calls and provide consultation with community agencies, treatment providers and other community organizations regarding issues affecting adults, children or adolescents with mental illness and/or alcohol and other drug issues ranging from mild to moderate to serious.
Ability to work collaboratively within a multi-disciplinary system of care.
Demonstrated experience providing excellent customer service to all callers; especially callers that may be in crisis or suicidal.
Knowledge of insurance coverage and benefits within San Mateo County including Medi-Cal, Medicare, Care Advantage, Healthy Kids, and Health Worx.
Knowledge of Avatar Electronic Health Record system; and proficiency in Microsoft Office Suite.
Excellent verbal and written communication skills.
NOTE: This is an extra-help, at-will assignment, paid on an hourly basis. Some extra help positions are eligible for benefits under the Affordable Care Act. Extra help employees are not guaranteed permanent status at the end of the assignment.
PSW I - current California registration as a Clinical Social Worker Associate (ASW).
MFT I - current California Registration as a Marriage and Family Therapist intern (IMF).
Individuals hired in these classifications must become licensed within three years from the date of employment as a Clinical Social Worker or Marriage and Family Therapist by the State of California.
- Current California license as a Clinical Social Worker (LCSW).
- Current California license as a Marriage and Family Therapist (MFT).
Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying.
Current philosophy, principles, and practices for services to clients with serious mental illness.
Individual, group and family psychodynamics as they relate to adults or children.
Psychological diagnostic methods and terminology.
Personality development from infancy through adulthood.
Human and health services systems in the County including private agencies and other community resources.
Provide treatment to adults, children or adolescents with various mental disabilities ranging from serious mental illness to dysfunctional behavior patterns, including victims of sexual or physical abuse.
Set realistic treatment goals and facilitate their attainment.
Evaluate degree of mental disability or emotional distress of patients/clients.
Communicate effectively orally and in writing.
Provide consultation and technical assistance to agencies, schools and other organizations.
Work collectively within a multi-disciplinary team.
Application/Examination:If you are interested in being considered for this extra help position, the following materials must be electronically submitted in a Word or PDF format.
Responses to these supplemental questions:
1.This position requires current California license as either a Licensed Clinical Social Worker (LCSW) or Marriage and Family Therapist (MFT).
Please indicate which of the following applies:
- Licensed Clinical Social Worker (LCSW)
- Licensed Marriage and Family Therapist (MFT)
- None of the above
- I DO NOT meet this requirement
2.Provide your license number and expiration date.
NOTE: Please be prepared to bring a copy of your current license to the interview.
3.Describe any experience conducting telephone screening, triage and referral of individuals with mental illness and/or substance use disorders seeking treatment services. Include a) your title; b) your responsibilities; c) the client population(s) you worked with; d) the providers you referred to; and e) the length of experience. Be specific.
4.Describe any experience you have providing consultation, referral and working collaboratively with treatment providers. Include a) your title; b) your responsibilities; c) the types of consultation and collaboration; and d) the length of experience. Be specific.
5.Describe any clinical experience you have working with adolescents and/or adults, providing assessment, diagnosis, treatment plans, case management, and counseling and/or therapy services. Include a) your title; b) your responsibilities; c) the client population(s) you worked with; and d) length of experience. Be specific.
6.Describe any clinical experience you have working with adolescents and/or adults with co-occurring mental illness and substance use disorders. Include a) your title; b) your responsibilities; c) the client population(s) you worked with; and d) length of experience. Be specific.
7.Describe your clinical experience working with culturally diverse populations. Include a) your title; b) your responsibilities; c) the diversity of the client population(s) you worked with; and d) length of experience.
Please include the words "Psychiatric Social Worker/Marriage & Family Therapist-Call Center- Extra Help (Open)" in the subject line of email submission. Please submit the required materials electronically via email to:
Erika Jennings, Supervising Mental Health Clinician, BHRS
Application materials will be reviewed as they are received and well-qualified candidates will be contacted for an interview.
Apply immediately. Resumes will be accepted until position is filled. This posting is open on a continuous basis and selection may be made at any time within the process.
County of San Mateo is an Equal Opportunity Employer
Patient Services Associate
Planned Parenthood Minnesota, North Dakota, South Dakota
The fearless voice of progress for the rights of women and women's sexual health care
Patient Services Associate I – Minneapolis, MN
At Planned Parenthood Minnesota, North Dakota, South Dakota (PPMNS), we believe all people deserve the right, the freedom and the opportunity to follow their personal ambitions and choose their own path toward a healthier, more meaningful life. That's why we protect, promote and provide comprehensive and progressive sexual and reproductive health care for generations of young women, men and families with empathy, care and respect. We are looking forpassionate, dedicated staff who are eager to make positive contributions to their community and to the
Planned Parenthood mission.
Patient Services Associate I's are responsible for providing the highest level of customer service to all patients and callers who contact Planned Parenthood MN, ND, SD while demonstrating respect and integrity in all interactions. Patient Services uses a team approach and works cooperatively to ensure all calls are answered in a timely manner and demonstrate the highest level of service, compassion and dignity to all patients and customers. Bilingual Patient Services Associates spend about 80% of their time answering inbound calls.
Customer Service – Greet callers in a friendly and courteous manner that demonstrates a high level of commitment to achieving the mission of PPMNS. Collect information to fill supply orders for prescriptions and educate callers about available services and fees. Use the knowledgebase system (KBS) and coworkers as resources for information. Anticipate additional patient needs and provide education regarding PPMNS services as applicable.
- Collect all relevant information to determine which type of appointment to schedule. After determining the appointment type, conduct intake for reproductive healthcare services. Instruct callers on the information and documentation they will need at the time of the appointment. Collect insurance information and patient supplemental information. Verify insurance for all appointments scheduled online.
Patient Advocacy and Education
- Inform callers in a non-directive manner about all options available to them in the event of an unintended pregnancy and refer for services based on the caller's need. Connect medical calls/questions to Triage Nurse or appropriate medical personnel.
Planned Parenthood Minnesota, North Dakota, South Dakota supports women and men of all ages in making responsible choices and planning their futures.
We are an organization committed to creating and fostering an environment that leads to engaged employees, and we believe engaged employees results in satisfied customers and exceptional experiences. Our employees are guided by our commitments to assume the best from each other, ensure a safe environment by communicating respectfully with others, focus on solutions, and work together to solve problems. We treat each customer/patient as a unique individual, communicating in a way that is relevant to their needs and striving to exceed their expectations consistently. Together we create a culture of trust, respect, and integrity for each other and our customers/patients.
When you work for Planned Parenthood you make a difference in the lives of those we serve by affirming the human right to reproductive health and freedom.
Planned Parenthood is committed to hiring and fostering a diverse and inclusive workforce that leverages the skills and talents of all employees in our organization, regardless of race, gender, gender identity, national origin, age, veteran status, religion, sexual orientation, size, physical ability or socioeconomic status. We encourage diverse candidates to apply for this position. AA/EEO.
Any job offer will be contingent upon the results of an updated background investigation.
Full-Time, 40 hours per week. Shifts include rotating evenings and weekends. Patient Services Hours 8am – 9pm, M-F 8am – 6pm, Sat 10am – 6pm, Sun This position is eligible for a comprehensive benefits package, including medical, dental, vision, flex plans, long-term disability, life insurance, PTO and 403(b) retirement plans
High school Diploma or equivalent
1-2 years customer service experience
Ability to practice active listening skills and to work with patients from diverse backgrounds
Attention to detail and accuracy
Ability to maintain confidentiality
Strong organizational skills
Basic computer skills and ability to work in multiple systems at the same time
Demonstrates adaptability, including ability to change communication style according to the needs of the audience and situation
Excellent customer service skills including anticipating additional needs of the customer beyond their current use of services or initial reason for calling
Excellent teamwork skills
Experience in health care setting or call center
Data entry, patient data base experience
Women's Studies or Public Health major
Any job offer will be contingent upon the results of an updated background investigation.
Please view Equal Employment Opportunity Posters provided by OFCCP here.Apply On-lineSend This Job to a Friend
Planned Parenthood Minnesota, North Dakota, South Dakota
Care. No matter what.
Registered Nurse (Rn) Nurseline FT Days
Week 1: Monday 6:45am-3:00pm, Tuesday 6:45am-3:00pm, Wednesday 6:15am-2:45pm, Friday 6:45am-3:00pm and Saturday 6:45am-3:00pm
Week 2: Sunday 6:45am-3:00pm, Monday 10:00am-6:30pm, Wednesday 6:15am
2:30pm and Thursday 6:45am
Shawnee Mission Health
SMH has provided faith-based, whole person care to the Kansas City community since 1962. SMH is more than just a hospital campus. We're a network of health care facilities working to exceed expectations by delivering quality care with compassion and supporting an exceptional staff of more than 700 physicians representing 50 medical specialties.
Our mission of Improving Health Through Christian Service is achieved each and every day through the dedication and commitment of our associates, physicians and volunteers. We strive to be a regional beacon of wellness, hope and healing attracting customers seeking unsurpassed clinical quality and compassionate care for the whole person, following the example of Christ's healing ministry.
The largest health care provider in Johnson County, Kansas, the SMH network includes SMMC and SMH - Prairie Star and will soon include SMH - Blue Valley, a third major health care facility. Our 54-acre campus at SMMC is comprised of the main hospital, a community health education building, six physician office buildings and an associate child care center. The Emergency Department at SMMC is the busiest in Johnson County. We deliver more babies each year at the Shawnee Mission Birth Center than any other hospital in the metropolitan area and our Center for Women's Health is nationally recognized. We have seven Shawnee Mission Primary Care locations with more than 30 Board-certified doctors who specialize in family medicine, internal medicine and pediatrics as well as Centra Care Shawnee Mission Urgent Care locations.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
Treating co-workers, patients, physicians and guests with kindness, care and courtesy.
Working cooperatively within the work group and with other services.
Supporting an inclusive environment in which everyone can fully contribute to the organization.
Respects every person as having inherent worth.
Values unique contributions of each individual.
Comes to work alert and attentive to patients, customers and co-workers and remains so throughout the shift.
Promotes harmonious interpersonal relationships contributing to a cooperative work environment.
Demonstrates a variety of communication styles for varying caller groups including children, adolescents, young adults, adults, senior adults, and geriatric adults.
Exhibits exceptional telephone etiquette with internal and external customers.
Maintaining confidentiality of patient and business information.
Maintaining unwavering commitment to the highest standards of character.
Providing conscientious commitment to assigned work.
Being a trustworthy associate and co-worker.
Recognizing and managing risks.
Communicating honestly with everyone.
Verbally and behaviorally supporting Medical Center mission and values.
Demonstrates and conveys a favorable image of the Medical Center.
Maintains confidentiality of the content of the call.Shreds all paperwork that includes patient information.
Projects a positive and professional image; represents the department.
Leads the call processing team ensuring that all staff members contribute to the clinical integrity of the program.
When a problem is discovered, brings it to the attention of the proper support staff member, and follows up to ensure it has been handled.
Recognizes when there are callers waiting.Does not use hold button to handle personal issues.
Asks for help when backed up.
Assesses all patients using the same clinical assessment guidelines regardless of type of healthcare coverage or lack of coverage.
Anticipating and addressing the needs of customers.
Assuming additional responsibilities to support team efforts.
Assisting others where possible to bring about positive outcomes.
Developing a helpful attitude and purpose towards customers.
Resolving issues and problems as soon as they arise.
Incorporates patient, physician, customer needs and concerns into decision-making and organizational action.
Proactively addresses any personal issues that affect physical, mental or spiritual well-being by using resources available within SMMC.
Bridges the gap between the needs of the caller and SMMC services.
Responds to calls in a warm and friendly manner.
Identifies each caller's needs and provides timely suggestions and referrals.
Performs callbacks on every shift.
When an SMMC service cannot meet the caller's need, makes appropriate community referral.
Matches pace with the caller providing requested information.Keeps the education focused and does not provide unnecessary information.
Uses "Needs Follow-up" to assist callers rather than a lengthy search for difficult information.
When assigned a data entry project, considers part of the job and works on it diligently.
Works as a team member to manage the incoming lines and calls.
Using past experiences as a learning process and sharing those experiences with others.
Seizing learning opportunities to improve personal effectiveness.
Demonstrating knowledge of performance improvement.
Striving to achieve increased levels of success.
Seeking knowledge and gaining understanding.
Building on past accomplishments.
Participating in decision-making processes.
Meets the identified departmental quality standards.
Follows department standard processes and procedures.
Helps out with extra projects as they are available.
Services as an ambassador for SMMC.
Contributes positively to the department customer service scores.
Stays up to date with most recent changes.
Accepts feedback from Call Center Manager, support staff, other resource nurses or peers without becoming defensive.
Serves as a team leader if necessary when director not present.May assist with class registration as needed when class registration specialist is absent.
Utilizing the time and talents of others effectively.
Maximizing the use of all resources in a cost-effective manner.
The careful and responsible management of work entrusted to you.
Fulfills work schedule commitments.
Meets productivity standards without compromising quality.
Makes sure there are any entry projects BEFORE going to personal reading materials.
Does not abuse telephone access; limits personal calls to emergencies only.
Arrives at work in a timely manner, ready to take calls when the shift starts.
Monitors the number of lines open into the call center, and makes adjustments accordingly.
When seeking co-worker advice, engages no more than 1 other nurse at a time.
KNOWLEDGE AND SKILLS REQUIRED:
Computer & typing skills
KNOWLEDGE AND SKILLS PREFERRED:
- Phone triage software
EDUCATION AND EXPERIENCE REQUIRED:
3 to 5 Years of Position-Related Experience
Which includes Med/Surg, ICU, ER, etc.
EDUCATION AND EXPERIENCE PREFERRED:
5+ Years of Position-Related Experience
Which includes Med/Surg, ICU, ER, etc.
LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
Kansas Registered Nurse License
Missouri Registered Nurse License within 30 days of hire
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.
Behavioral Health Personal Advocate (Care Senior Associate) - Eden Prairie, MN
The Personal Advocate position is responsible for representing Cigna Behavioral Health (CBH) to all inbound callers within a call center environment and assuring caller's contact with CBH is positive. Advocates are many times the first encounter customers have with Cigna and thus are responsible for giving a positive first impression. The Advocacy tasks of this position are varied and often complex in nature requiring flexibility and multi-tasking capabilities. Responsibilities may include but are not limited to: educating customers on benefits, eligibility, referrals, non-clinical resources and assessing for potential risk of harm or substance abuse concerns.
This position services calls in a warm and empathic manner as many of the calls are sensitive in nature. Independent problem solving skills are critical to success within the role along with intelligent judgment of assessing the caller's needs. Based upon the call type and requests advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field and Cigna training to effectively address callers needs in an educational manner. This position is an entry level role with opportunity for growth within the company. Incumbents will utilize telephonic communication the majority of the time with some web, and internal CBH materials to achieve first time resolution for callers.
The primary responsibility of the Advocate role is answering calls from customers. The majority of the day will be answering inbound calls from customers looking to access, understand, or utilize services.
Within a call an advocate may:
Register participants in the intake system and opens case files
Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
Provide participants with names and phone numbers of nearest providers
Multi-task by maneuvering through various computer programs and screens
As needed an advocate may also:
Write authorizations to ensure claims are paid correctly.
Provide follow-up calls to participants to ensure correct information is given
Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
Send complaints to initiate grievance process for customers
On all calls an advocate is responsible for:
Providing high quality customer service as identified by Advocacy department quality standards
Using independent problem solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
Understanding the business needs of the role, while balancing the needs of the customer
Taking an educational approach to ensure callers are able to understand the complexities of accessing care
Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within Cigna
Advocates have secondary responsibilities which will allow for continuous improvement in the role and professional development. Secondary responsibilities are essential to advocate's success and may include:
Assisting less seasoned peers by helping answer questions
Participating in staff meetings and in-service seminars
Initiating tasks in order to make improvements to current workflows that parallel with CBH's mission.
Developing an action plan for professional development
Working with matrix partners, leadership and peer group to help ensure processes are up to date and effective
Participating in team building activities to boost morale
Completing additional assigned projects and tasks
Maintaining a high level of working knowledge about CBH's customers and products.
Work Schedule: Mon-Fri 10:30am-7:00pm CST. *Training for first 6 weeks will be Mon-Fri 8:30am-5pm.
Bachelor's degree in mental health field or psychology/social work related field (can also include: family communications, health coaching, community/public health or other related major). This is a non-clinical role and does not require a license
Previous customer service experience or related position
Superb interpersonal communication
Effective listening and organizational skills
Ability to manage multiple tasks, setting priorities where needed
Independently problem solve, with ability to function without constant supervision
A demonstrated ability to type effectively; with strong PC skills/word processing experience and ability to learn new computer software systems
Ability to learn new workflows and tasks quickly
Ability to work independently and be a team player
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