GENERAL DESCRIPTION

The duties of the CSA duties include handling inbound and outbound messages, dispatching, coordinating basic needs, retrieving records, and using an EHR as needed. This case handling is non-clinical; the CSA does not address clinical issues and alerts the Lead Care Coordinator or POD captain of any clinically related questions or tasks encountered while performing duties.

ROLES AND RESPONSIBILITIES

·        Manages assigned inbound and outbound calls, text messages, emails and faxes in a timely manner.

·        Responds to customer questions, issues and/or concerns and relays information to the concerned parties.

·        Dispatches messages to proper individuals and follows up on needed actions.

·        Follows communication scripts and general workflows when handling different topics.

·        Identifies customers’ needs, clarifies information, researches emerging issues and provides solutions.

·        Schedules new patients, verifies insurance eligibility, and completes patient charts and intake forms.

·        Keeps records of all conversations in call center database in a HIPAA-compliant manner.

·        Securely and accurately documents all customer information and completes reporting requirements in a HIPAA-compliant manner. 

·        Maintains HIPAA compliance in the day-to-day work.

·        Meets personal/team qualitative and quantitative targets.

·        Strong communication and interpersonal skills and ability to speak professionally, clearly and concisely in English.

·        Strong customer service skills.

·        Attention to detail and good ability to handle multiple tasks and requests.

·        Organized with confidential client material, appointment tracking, and caseloads.

·        Ability to build and maintain effective and positive relationships with customers, work colleagues and vendors.

·        Committed, responsible, and abides by high ethical standards.

·        Other duties as assigned.

QUALIFICATIONS

·        Excellent analytical skills to understand and interpret complex information accurately and quickly.

·        Ability to work under tight deadlines, and to manage and prioritize multiple simultaneous duties.

·        Excellent interpersonal skills to build effective partnerships with individuals and organizations and to influence and negotiate at senior levels.

·        High-level skills in organizational consulting; practices active listening and quick thinking

·        Strong IT skills and computer literacy, including knowledge of data collection and analysis software.

·        English language fluency: reading, writing, speaking, listening.

EXPERIENCE AND EDUCATION

·        One year of case management or customer service experience, in a healthcare, call center or hospitality setting preferred.

·        Strong understanding of cultural competency with the target population.

·        Experience helping people with health problems – either personally or professionally.

·        Excellent phone etiquette and excellent verbal, written, and interpersonal skills.