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in Madison, TN

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Hours Full-time, Part-time
Location Madison, Tennessee

About this job

SUMMARY OF KEY RESPONSIBILITIES:

This non-clinical role supports patients, customers and internal stakeholders using a variety of interaction channels, including voice, email, chat, postal mail, and fax. Creates and maintains a positive customer experience in a patient centered, quality driven environment.

DUTIES AND RESPONSIBILITIES, Patient Care Liaison Generalist:

* Speaks with customers, patients and stakeholders in a pleasant and professional phone voice; Communicates appropriately and clearly with department leadership, co-workers and customers/patients

* Performs all components of call processing for inbound and outbound contacts; Documents calls in applicable system in a timely and accurate manner and as prescribed by current standards and policies

* Ensures performance and quality standards are met

* Is receptive to constructive feedback and coaching; Demonstrates the ability to be kind, compassionate, considerate, approachable, friendly and open minded

* Provides superior customer service to internal and external customers and patients; Supports the vision and strategy of the contact center, positively promotes the services offered, and elevates issues to contact center Leadership as appropriate

* Suggests ideas for positive changes to department policies and procedures

* Practices and adheres to "Code of Conduct"

* Maintains confidentiality and HIPAA compliance on all internal and external channels

* Easily adapts to changes in work environment or job assignment; Exhibits willingness to master new work routines and methods

* Complies with documented attendance/punctuality policies

DUTIES AND RESPONSIBILITIES, Patient Care Liaison Generalist II:

* Demonstrates and maintains all previous level responsibilities

* Master of assigned call types, queues and associated tasks

* Serves as subject matter expert on policies and procedures; Serves as subject matter expert on Customer Relationship Management (CRM) software

* Willingness to demonstrate flexibility in handling work flows and job assignments

* Understands the NCCM strategy

* Demonstrates productivity and quality to meet the targeted levels

* Maintains positive work environment and is able to confidently re-direct negative comments to leadership when situation arises

* Performs duties in an independent manner

DUTIES AND RESPONSIBILITIES, Patient Care Liaison Mentor:

* Demonstrates and maintains previous level responsibilities

* Goal oriented focused team player

* Qualified to train and mentor all employees; Demonstrates ability to positively influence others

* Able facilitate crucial conversations at all levels and in all directions

* Maintains positive working relationships and fosters cooperative work environment; Finds and establishes win-win solutions

* Capable and available to handle escalated calls and/or patient requests of a difficult or sensitive nature

* Regarded and respected as a leader by peers including Generalist and Generalist II customer support personnel

* Capable and available to provide floor support as needed by leadership; Performs side by side evaluations as directed by leadership

* Demonstrates a level of business acumen and maturity that would be reasonably expected for this mentor level position

* Keeps cool under pressure

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge:

* Demonstrates knowledge and understanding of organizational and departmental policies, procedures and systems

* Knowledge of basic operations related to the internet and social media

* Knowledge of HIPAA polies and procedures

* Knowledge of company mission, vision and values

Skills:

* Communicates clearly and concisely both verbally and in writing

* Establishes and maintains long-term customer relationships, building trust and respect

* Multi-tasking (i.e. talking on the phone while typing, using more than one application during calls, etc.)

* Understands when to escalate, report, or voice issues and concerns

* Demonstrates proper spelling, grammar and punctuation in all written communication

Abilities:

* Demonstrates good judgment in handling situations not covered by written or verbal instructions

* Able to work effectively with internal and external customers

* Able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly, and transcribe accurately

* Able to handle multiple priorities and manage stress appropriately

* Embodies and represents the company in all areas

* Communicates openly in all directions with patients, customers, and co workers

Education/Experience:

1 - 3 yrs call center experience strongly preferred

1 - 3 yrs internet-based software experience required