TridentCare
Description
Shift 11pm-7:15am
- TASKS AND RESPONSIBILITIES:
- Monitors the provided applications and tools in the system and ensure appropriate follow-up is conducted.
- Documents any escalation and reports any unresolved problems to the Call Center Supervisor and/or field operation supervisor.
- Takes client calls and handles account issues when applicable.
- Reports compliance events to the appropriate authority.
- Ensures escalation procedures are observed.
- Documents follow-up efforts by placing notes in all claims/orders.
- Conducts tracking and case follow-up of all assignments. Must control full completion of all work assignments that are given, also aiding as needed.
- Collaborates with Phlebotomy Management, Laboratory, Lab Dispatch, Customer Service, and Courier services (as needed), to ensure case completion.
- Accommodates various facility special requests, honor high priority / hot home facility laboratory orders, expedite urgent cases conducting constant follow up, and maintain a positive attitude to connecting parties to ensure excellent customer service is provided.
- Provides detailed written documentation of issues that occur. It may be necessary to conduct initial investigations of situations, or conduct troubleshooting, or oversee immediate handling of an unexpected problem.
- Notifies Supervisor of any issues that are difficult to control, or negative trends in team behavior.
- Identifies and pursues self-improvement needs, adapts to changes.
- Performs other duties as assigned, help when attendance issues arise within the office, maintaining a positive attitude, and engaging in daily teamwork.
- Assist with handling incoming calls from our facilities, phlebotomists, or in-house calls. Answers questions that the Stat Tracking team and other departments might have. If unknown, then works to get the answer and shares with the team once it’s discovered.
- Emails are to be followed up and replied to in a professional and timely manner.
REQUIRED SKILLS:
- Excellent computer keying skills required, alpha and numeric data entry skills.
- Attention to detail.
- Ability to organize and control multiple tasks at one time.
- Ability to handle large volumes of telephone assistance with various departments and connecting personnel.
- Be trustworthy and work well without direct supervision.
- Must be self-motivated, dependable, and competent.
- Proficient in computer procedures, telephone etiquette, customer service skills.
- Ability to operate a desk phone or VOIP phone application.
- Proficient in written and verbal skills in the English language.
- Ability to understand and follow written and oral instructions.
- Ability to maintain effective working relationships with customers and co-workers.
- Ability to prioritize and manage multiple tasks.
- Ability to follow directions and conduct self in a professional manner.
- Ability to explain, relay, timeline of events regarding a difficult or high maintenance issue.
- Critical thinking and active listening skills are a must, with the ability to motivate and coach staff.
Qualifications
Skills
Required
Typing Skills Min 35 wpm
Intermediate
Typing Skills – 10 Key
Novice
Identify/Resolve Problems
Intermediate
English written/verbal
Some Knowledge
Communication Skills
Novice
Computer Skills
Intermediate
Preferred
Medical Terminology
Novice
Customer Service
Some Knowledge
Behaviors
Required
Dedicated: Devoted to a task or purpose with loyalty or integrity
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Preferred
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Education
Preferred
High School or better.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)