Reports To: Supervisor, Non-Clinical Operations
FLSA Classification: Non-Exempt
Schedule: 40 hours/week position, 4 10-hour shifts. Availability from 10 a.m.- 12:00 a.m. one weekend day and 3 other weekdays, with same availability, scheduled according to business needs.
About SironaHealth:
SironaHealth, one of the leading names in transitional care, is looking for one Full Time Medical Service Representative – Inbound. SironaHealth is dedicated to taking care of patients and healthcare consumers. We have a relentless focus on quality and satisfaction. We serve all healthcare sectors: hospitals, health plans, community health centers, and physician practices. We are dedicated to the following core principles: quality care, patient satisfaction, better population health, and improved cost of quality. New models of care as well as new health plan access points put SironaHealth’s services at the center of health care reform. If you are interested in a challenge and want to be part of transforming health care, this is for you.
Job Summary:
This is an entry-level customer service position responsible for professionally responding to telephone inquiries from callers as they relate to the health services our customers provide. This position is based in our call center, located in South Portland, Maine. SironaHealth’s Medical Service Representatives (MSR) are responsible for solving problems and educating callers about our customers’ health programs. They are also responsible for documenting all customer
interactions.
Key Job Responsibilities and Tasks:
· Promptly answers, screens and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
· Provide information on SironaHealth customer programs.
· Collect and enter patient information in the appropriate medical service software system.
· Documentation is to be concise, thorough and accurate.
· Utilize automated computer software to schedule appointments, take messages, provide referral services and register for classes and events.
· Participates in internal and external educational opportunities relevant to the call center or customer service environment.
· Respond to irate callers in a professional manner.
· Meets outlined SironaHealth quality benchmarks as monitored through audits and or recordings.
· Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events or call volume variances.
Qualifications:
Candidate must be able to work from the SironaHealth’s call center located in South Portland, ME.
· High School Diploma (or the equivalent).
· One year experience in a customer service environment.
· Six months phone experience in a previous job or volunteer position.
· Fast typing skills
· Ability to multi-task, MSRs must read the account rules and determine what they are able to offer the caller, while listening to the caller on the phone and typing in demographic information.
· Detail-Oriented – Some account setups are very challenging.
· Pleasant, empathetic, and friendly personality.
· A sound knowledge of telephone etiquette.
· Basic computer skills that include a combination of experience in a Windows Operating System, web browsers, search tools email and data entry experience.
· Ability to comprehend, capture as well as interpret basic customer information.
· Good verbal and oral communication skills.
· Ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, responds to requests for service/assistance.
· Ability to work well as part of a team and to exhibit objectivity and be open-minded to the ideas and views of others, welcome feedback, and contribute to building team spirit.
· Bilingual Spanish speaking individuals a plus.
This job posting is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.
SironaHealth adheres to a policy of equal employment opportunity. All employment decisions are made without regard to race, religion, age, sex, color, national origin or handicap, and in full compliance with all federal and state laws. Employment opportunities are based on merit, past experience and ability to perform the job. Further, any offer of employment may be conditioned upon the results of previous employment verification and background check.
Please note: we are a fragrance-free environment. Please refrain from wearing or using fragrance or scented products during the interview process, as well as during working hours.
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