Call Center Representative - Bilingual
Monogram Health, Tempe, AZ, United States
Position: Call Center Representative - Bilingual
The Call Center Representative - Bilingual is the first Monogram Health voice the patient meets. The Call Center Representative is responsible for reaching out to patients over the phone to begin the process of educating them about existing benefits of their healthcare plan and encouraging and facilitating their enrollment into our program. The Patient Care Center is open and staffed seven (7) days per week between the core business hours of 8:00am to 7:00pm (CST) Monday through Friday, and 8:00am to 5:00pm (CST) Saturday and Sunday. The selected individual will be required to work on-site and may be required to work weekends and holidays. All Patient Care Center staff are expected to demonstrate adaptability, empowerment, collaboration, ownership, compassion, and integrity.
Roles and Responsibilities
Conduct a high volume of outbound calls, hot or cold leads, to prospective patients and receive inbound calls from patients and providers.
Effectively communicate and sell the value of Monogram Health based on the needs of our patients to increase enrollment.
Conduct outreach to existing patients to schedule annual exams or re-engage as necessary based on missed or needed visits; reinforce the value of our services and overcome objections.
Adhere to procedures, workflows, and scripts to ensure confirmation of HIPAA and Health Plan eligibility and accurate and applicable communications and information about Monogram Health services.
Protect the health care privacy of patients by strictly following HIPAA regulations.
Notate and enter data as needed into Salesforce, as required to support all activities of the call.
Field calls with a positive attitude, building rapport and trust with patients.
Support Monogram Health as necessary with any tasks required to deliver excellent personalized care and perform all other job-related duties as assigned.
Proficiency in using various software, electronic health record platforms, and multiple screens.
Essential Job Functions
Visual acuity – 100% to read scripts, company literature such as workflow guides and resources, electronic files, patient demographics.
Hearing – 100% ability to hear and respond to phone calls, converse with patients, colleagues, and others.
Manual dexterity for repetitive motion 100% – essential for keyboarding, data entry, patient call documentation and dispositioning, and as necessary computer dialing.
Sitting – 100%
Standing – 5%
Walking – 2%
On-site position – 100%
Position Requirements
High School Diploma or GED required.
Must be 18 years of age or older.
English language proficiency required; bilingual (Spanish/English) preferred.
Proven ability to learn and retain information in an exceptionally fast-paced environment.
Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
Must possess an innate ability to overcome objections.
Must be dependable, with a strong dedicated work ethic, attention to detail and accuracy.
Thrive in a very fast paced start up environment while embracing change with a "can do" attitude.
Demonstrated verbal, listening, and written communication skills are required.
Demonstrated experience in sales, telemarketing, in the health care industry and heavy outbound appointment setting is significant and strongly preferred. Knowledge of medical terminology.
Previous home health and care management experience preferred.
About Monogram Health Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram Health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present – such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.
Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.
Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.
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Roles and Responsibilities
Conduct a high volume of outbound calls, hot or cold leads, to prospective patients and receive inbound calls from patients and providers.
Effectively communicate and sell the value of Monogram Health based on the needs of our patients to increase enrollment.
Conduct outreach to existing patients to schedule annual exams or re-engage as necessary based on missed or needed visits; reinforce the value of our services and overcome objections.
Adhere to procedures, workflows, and scripts to ensure confirmation of HIPAA and Health Plan eligibility and accurate and applicable communications and information about Monogram Health services.
Protect the health care privacy of patients by strictly following HIPAA regulations.
Notate and enter data as needed into Salesforce, as required to support all activities of the call.
Field calls with a positive attitude, building rapport and trust with patients.
Support Monogram Health as necessary with any tasks required to deliver excellent personalized care and perform all other job-related duties as assigned.
Proficiency in using various software, electronic health record platforms, and multiple screens.
Essential Job Functions
Visual acuity – 100% to read scripts, company literature such as workflow guides and resources, electronic files, patient demographics.
Hearing – 100% ability to hear and respond to phone calls, converse with patients, colleagues, and others.
Manual dexterity for repetitive motion 100% – essential for keyboarding, data entry, patient call documentation and dispositioning, and as necessary computer dialing.
Sitting – 100%
Standing – 5%
Walking – 2%
On-site position – 100%
Position Requirements
High School Diploma or GED required.
Must be 18 years of age or older.
English language proficiency required; bilingual (Spanish/English) preferred.
Proven ability to learn and retain information in an exceptionally fast-paced environment.
Proven ability to balance multiple competing priorities while meeting or exceeding deadlines.
Must possess an innate ability to overcome objections.
Must be dependable, with a strong dedicated work ethic, attention to detail and accuracy.
Thrive in a very fast paced start up environment while embracing change with a "can do" attitude.
Demonstrated verbal, listening, and written communication skills are required.
Demonstrated experience in sales, telemarketing, in the health care industry and heavy outbound appointment setting is significant and strongly preferred. Knowledge of medical terminology.
Previous home health and care management experience preferred.
About Monogram Health Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram Health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present – such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.
Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.
Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.
#J-18808-Ljbffr