PSR- Inbound

Job Description:

• Could be taking inbound calls or placing outbound calls for Medical Appointments
• Contacts civilian providers regarding appointment vacancies on behalf of the beneficiary
• Makes appointments for beneficiaries using the CHCS/Appointing module for primary and specialty care in accordance with VA appointing guidelines.
• Consistently displays professional and courteous service skills to internal and external customers.
• Responds to inquiries from beneficiaries and providers regarding specific aspects of the VA program. Information and assistance includes referrals, authorizations, and the location and use of network and certified providers.
• Takes active steps to develop proficiency with the medical management system for tracking and updating consult report status.
• Takes appropriate measures to comply with HIPAA regulations to protect privacy of beneficiaries' health information.
• Analyzes reports and conducts research to ensure accurate documentation of the patient's clinical information.
• Documents the transmission of medical referrals to the Facility or the network provider in line with procedures.

Work Environment:

• Call Center Environment
• It is a Call Center, production based with structured breaks, lunches etc..
• Sitting for long periods, on the phone consistently throughout the day, working extensively in computers
• Extensive computer work with prolonged sitting and wearing of headset

1. Our hours of operation are Monday-Friday. HUB hours are 7am - 9 PM. A person would have a 8 hour set schedule within that timeframe. We need to know up front of any restrictions
2. At least 1 of their last 3 jobs needs to have a tenure of 2 + years
3. Why did they leave their last 3 jobs? If it is for better opportunities and there is a gap I am going to question it.

Qualifications:

• High school diploma or GED
• 1 + year in an outbound/inbound call center or Medical Appointing; anyone who has gone to college/courses in medical/healthcare field in last 5 years is expectation. Only Call center and no medical/healthcare experience will not be sufficient.
• Any healthcare certs or classes; MA, Billing, etc. within the last 5 years is acceptable. If healthcare background then no call center is required. Can not just have call center and no medical/healthcare experience/classes. Biggest challenge for only healthcare/classes experience is being able to succeed in a true call center environment; metrics driven. Someone who has worked in a practice supporting 1 doctor is more than likely to fail because they aren't as busy as someone supporting multiple practices/hospital needs and continuously scheduling.
• Strong Customer Service Skills, Professional; Monitors It's more than just dual monitors, the systems are complex and have multiple databases that need to be navigated through. A recent person we just had let go from Tri-West worked in a small doctors practice, used a DOS system and most of the work was paper pushing instead of online; definitely not someone who will succeed. Need people who have experience and capable of working through multiple systems and databases daily.
• Proven Knowledge of Medical Terminology (through school (college), or work experience

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.