Employer: Pearl Interactive Network
Pearl Interactive Network is seeking to hire Appointment Scheduling CSR’s Remote.
The Appointment Scheduling CSR is responsible for answering inquiries received through both telephone and email communication channels assisting in the coordination of care to Veterans and assisting in scheduling medical and dental appointments. This job will require Veteran and Provider outreach and a referral will be used as the source to schedule and various systems will be utilized. Seeking professional and reliable candidates with excellent customer service skills, ability to navigate multiple systems, and compassion towards others.
Why choose Pearl Interactive Network?
Join Our Team and embrace the winning Pearl Culture which promotes our employee’s desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone certified social enterprise, Pearl offers hiring priority to our Veterans, Military Spouses, and their families, as well as individuals with disabilities.
Pearl offers a Competitive Compensation and Benefits package to include:
- Rate: $16 per hour + $4.23 toward Health & Wellness
- Medical, Dental, Vision, and Life Insurance
- Paid time off, Paid holidays
- 401K eligibility
- Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
Operating Hours: 8 am – 8 pm EST, Monday – Saturday
Technical/Equipment Requirements:
- Broadband internet connection with the minimum 40mbps download/ 5mbps upload speed. No Satellite Connections. Test your network at speedtest.net to verify before you apply.
- Ethernet cable access. Wi-Fi-only connectivity, prohibited.
- Private and secure workspace within your home. Away from noise and distractions.
- Computer and audio headset provided.
Please note the bandwidth requirements are minimum for remote work-from-home agents, to support agent project workflow. For shared home access, additional bandwidth is needed where multiple family members are sharing household bandwidth with Streaming video/Remote learning, etc.
Job Duties:
- Contact assigned list of Veterans to determine their medical appointment scheduling preference (Provider and availability)
- Contact In-Network providers to schedule appointment within Veteran Preference and contracted time frames
- Track all booked and arrived appointments for patients generated through outreach efforts.
- Ensure patient confidentiality with the handling of all patient health information and records.
- Communicate all issues with the manager
- Inbound/Outbound patient phone calls
- Respond to or refer incoming calls in a prompt, pleasant, and professional manner
- Remain in the call queue at all times unless permission to leave is granted.
- Confirm address spelling and verification of addresses using the appropriate software.
- Administer schedule additions, changes, or inquiries in the appropriate database within the required time frames.
- Process scheduling requests in a timely fashion.
- Work effectively in a structured, production environment.
- Adhere to daily schedules and assignments.
- Work with the management team to identify and forward potential Quality of Care complaints.
- Maintain strict member and company confidentiality.
- Perform other related duties as assigned.
Job Requirements:
- High school diploma, GED, or equivalent education required
- Must have at least 6 months of customer service-related experience
- Minimum of one (1) year experience in a medical or health insurance environment, includes claims processing and claims customer service in a hospital or medical/dental provider office, etc.
- Minimum (1) year of outbound call experience
- Ability to type 35 WPM and 2+ year computer experience
- Bilingual with Spanish preferred
- Knowledge of medical terminology (provider specialties, ICD/CPT codes, etc.)
- Proficient in Microsoft Office Suite
- CSR training consists of 3 weeks of classroom training followed by a week of simulation training.
- Must pass a third-party Background investigation and 9-panel drug testing.
- Metric focused & ability to consistently meet productivity standards.
