Call Center Rep Care Connect Elite (Erie, Pa)

Job ID: J160589
Company: Allegheny Health Network
Location: Erie,PA,US
Full/Part Time: Full time
Job Type: Day (United States of America)
AHN Facility:
Posted Date: April 7, 2020

JOB DESCRIPTION

Company :

Allegheny Health Network

Job Description :

GENERAL OVERVIEW:

The Care Connect Elite Representative is responsible for answering routine and complex calls received into the centralized call center for all service lines. The Elite Representative will use the appropriate procedures, tools and equipment to answer inquiries to provide First Call Resolution as often as possible. This level of representative will rely on prior professional experience and advanced job skills to resolve complex inquiries on a regular basis. This group will also handle special projects and campaigns as part of their job responsibilities.

ESSENTIAL RESPONSIBILITIES:

  • Promptly answers a multiple line telephone system and processes complex medical service requests in a confidential manner with strict adherence to policies and procedures.
  • Routinely participates in special projects and campaigns as assigned by leadership.
  • Ascertains the reason for a patient’s call. Follows established protocol and uses independent judgment to appropriately refer a patient to a physician or specialist as necessary.
  • Maintains department productivity levels for customer satisfaction.
  • Performs other duties as assigned or required by management.

QUALIFICATIONS:

Minimum

  • Associate’s degree and at least 7 years call center experience or 3 years physician scheduling experience
  • Five years of previous call center experience or three years physician scheduling experience
  • Internal call center employees with at least 3 months experience and the ability to exhibit proficiencies and competencies at the Elite level, as observed and documented by the management team, will be eligible for consideration.
  • Previous customer service experience would count as half credit towards call center experience.

Preferred

  • Bachelor’s Degree
  • Previous customer service experience

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. 

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Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

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BENEFITS

Total Rewards Program

In addition to competitive pay rates and flexible career growth, we show our employee appreciation through a comprehensive Total Rewards package, including:

  • Medical and prescription drug, dental and vision coverages for your and your eligible dependents
  • Health Saving and Flexible Spending Accounts
  • Life, AD&D and disability insurance
  • Employer-sponsored 401(k) plan
  • Paid time off, including paid holidays
  • Tuition reimbursement
  • Volunteer opportunities
  • Voluntary benefits
  • Employee discounts
Wellness Resources and Programs
Employees have access to the following wellness programs and resources:
  • Work-life resources, such as employee assistance programs and financial counseling services
  • 24/7 telephone access to health and wellness coaching to achieve personal goals
  • Onsite pharmacy services at major campuses
  • Fitness center access for all employees inclusive of showers, lockers, and group exercise classes at major Highmark campuses, Allegheny General Hospital & West Penn Hospital
  • Access to chronic condition management programs when enrolled in the employer-sponsored medical plan
  • 100% coverage for preventive exams, including flu shots
  • Incentive program that rewards employees
  • Secure bicycle parking at major campuses
  • Healthy food options at onsite cafeterias
  • Employee networks to gather in the name of health
  • Onsite seated massage and stress management classes including yoga, mindfulness and meditation

LIVING IN PITTSBURGH

Pittsburgh, PA is home to Highmark Health’s corporate headquarters, as well as the headquarters of many of our businesses and a majority of our career opportunities. When you live and work in Pittsburgh, you’ll experience a wide variety of lifestyle advantages. Take a look around and you’ll quickly see why Pittsburgh is one of America’s most liveable, most affordable, safest and happiest cities. Learn more about this exciting and inviting location:

Location

Allegheny Health Network – Erie Customer Service Center

Not all of our outstanding care happens right at the patient’s bedside. When you join the diverse AHN Care Connect team in Erie, Pennsylvania, you can be the knowledgeable, compassionate professional our patients turn to every day. Following a patient-centric approach, you’ll blend a caring attitude with a passion to solve problems in order to provide our patients with the remarkable health experience we’re known for.
With an exceptional team of nearly 50 dedicated customer care professionals, this inbound call center offers a variety of services, including:
  • New and returning patient scheduling
  • Patient Concierges who partner with Nurse Navigators
  • Liaison support to help ensure the patient is connected with the right clinical professional
With your commitment to the highest standards of service, you’ll find exciting opportunities for growth and advancement. Here are just a few:
  • Varied career paths within the Care Connect team (based on experience and performance)
  • Opportunities to grow your career outside of the Care Connect team and across our enterprise
  • Exposure to all aspects of the health care industry
  • A focus on training, quality assurance and quality control with clearly defined goals
  • Persistent pursuit of our four Core Behaviors
Whatever your role at our Care Connect center, you’ll enjoy many career advantages, including:
  • Attractive compensation and benefits
  • A culture of recognition and support
  • A consistent and regular weekday schedule
  • Free parking
  • And more!

In addition, you’ll work within a dynamic, fast-paced and fun environment where special events, celebrations and community involvement are all part of the experience. Above all, you’ll be able to make a direct, daily impact in the lives of our patients and help us transform the way health care is provided.

Join us on our mission to create a remarkable health experience, freeing people to be their best!

Facility

Career Path

Your next steps

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