Provider Experience Specialist I

Employer: Ciox Health

Overview

This position is responsible for answering incoming telephone inquiries from Provider Offices, internal teams, and market line calls. Additionally, this role will be making outbound phone calls and building relationships with assigned medical providers and the Health Plans to obtain required medical charts on behalf of our clients. As a Provider Experience Specialist, they will assist with push backs, escalated groups, and special projects for the Outreach Department.

Responsibilities

• Manage inbound/outbound calls professionally and in a timely manner
• Must have strong customer service skills
• Research required information using available resources
• Handle and resolve scheduling issues with Provider Office while on the call
• Work inventory that comes back from the health plan in a PNP Release status
• Merge and reassign orgs as needed
• Responsible to meet company set performance goals (KPIs)
• Must be a team player and willing to adapt to change
• Use call scripts to encourage medical providers to send in charts via different retrieval methods, including onsite technician, fax, mail, provider portal, etc.
• Respond to questions or concerns from provider offices
• Handle moderately complex issues and problems and possess solid working knowledge of subject matter
• Adhere to the Company’s Code of Conduct and policies and maintain HIPAA compliance
• Assist with additional work duties or responsibilities as evident or required

Qualifications

• High school diploma or GED is required
• 6+ months experience with scheduling/customer service required
• 1 year of Call Center Experience, outbound call and/or sales call experience strongly preferred
• Demonstrated understanding of medical terminology
• Exceptional accuracy and attention to detail
• Strong verbal and written communication skills in the English language
• Telephone skills including the ability to speak clearly with a pleasant and professional tone
• Able to interpret and communicate information accurately
• Possess good judgment, patience, and diplomacy
• Ability to work in fast-paced, results-based environment
• Intermediate computer skills including Windows based applications (Word, PowerPoint, Excel, and Outlook) including the ability to work with CIOX web-based medical record applications
• Consistent and reliable attendance
• Ability to work overtime as needed

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.

For remote work, this position requires that you provide a high-speed internet connection, subject to applicable expense reimbursement requirements (if any), and a work environment free from distractions.

With very limited exceptions (medical conditions or sincerely held religious beliefs that prohibit you from getting the vaccine), one of the requirements for this job is that you be fully vaccinated against COVID-19.

*Except for states where legally prohibited to enforce mandates.

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