Job type full-time
Full job description
Extraordinary careExtraordinary careers.
With the nation’s largest home infusion provider, there is no limit to the growth of your career.
Option care health, incIs the largest independent home and alternate site infusion services provider in the united statesWith over 6,000 team members including 2,900 clinicians, we work compassionately to elevate standards of care for patients with acute and chronic conditions in all 50 statesThrough our clinical leadership, expertise and national scale, option care health is re-imagining the infusion care experience for patients, customers and employees.
At option care health we recognize that part of being extraordinary is supporting and building a workforce that is as diverse as the patients and communities we serve.
Join a company that is taking action to develop a culture that is more inclusive, respectful, engaging and rewarding for all team membersWe are committed to hiring, developing, and retaining a diverse workforce.
Covid-19 vaccine requirements:
As a leading healthcare provider, we have an undeniable responsibility to protect the health and safety of our patients, customers and team members.
Covid-19 vaccinations are required as a condition of employment for patient and customer-facing team members as well as all director level and above leadership rolesPlease note we will consider exceptions to this requirement for those who cannot be vaccinated due to a medical condition or strongly held religious beliefsUpon hire, new team members will have 42 days from their start date to be fully vaccinated or receive approved exemption.
Please work with your talent acquisition representative to determine if this position falls into one of those categories.
Job description summary:
The customer service representative role provides 24/7/365 support to many of our pharmacy and ambulatory infusion suite locations across the countryThe csr triages urgent clinical calls from patients, caregivers and referral sources to the appropriate on-call clinicians and pharmacy staff to ensure an exceptional level of care and service outcomes with efficiencyAdditional follow-up calls may be necessary until the caller’s need is resolvedCalls are documented thoroughly and accurately in the electronic medical record to capture the reason for the call and the escalation path followed to assist the callerWe believe every caller is to be provided with consistent, high quality care during every interaction.
Additionally, the csr provides support for the data-entry and management of new referrals for several pharmacy branch locations to insure timely responses to referral sources and efficient communication to the local patient registration teamsWorking with multiple screens and electronic documents is essential for this function.
Attention to detail, ability to follow process directions, strong multi-tasking, and pc/office (excel, word, outlook) skills are requiredThis is a work-from-home (remote) positionScheduled weekly working hours will be 5pm-1:30am et four weekdays and 2:30pm-11pm et one weekend day.
Supports after-hours calls to triage urgent clinical needs of patients, caregivers, and referral sources.
Supports several local intake teams on new patient referrals, helping to ensure the accuracy of information collected.
Works efficiently to meet standardized performance metrics for calls and referrals.
Communicates coordination of care information with team members, patients/caregivers, referral sources and home health agencies.
Provides quality customer service during all caller and workplace interactions.
Maintains organized file system for document tracking and patient management/follow up.
Ensures compliance with any applicable state and/or federal laws, accrediting requirements and company policies.
Maintains confidentiality of patient information.
Works independently on other projects as assigned.
Completes company mandated and position specific training assignments timely and according to policy.
Performs other duties as assigned.
Does this position have supervisory responsibilities? no.
(i.eHiring, recommending/approving promotions and pay increases, scheduling, performance reviews, discipline, etc.)
Basic education and/or experience requirements:
High school graduate or ged required
0 - to 1 year of related experience
Proficiency with microsoft office suite and keyboarding skills.
Strong interpersonal and communication skillsAbility to work cooperatively and effectively with branch departments and department team members.
Ability to promote a compassionate, caring, customer service oriented culture by operating in a professional and collaborative fashion.
Knowledge of computerized information systems.
Previous call center experience preferred.
Dedicated workspace that is quiet and free of distractions where patient information and calls may be kept secure and private.
Language skills: ability to read, analyze and interpret information appropriate to duties and responsibilities assignedAbility to operate information systems, follow policy, complete required forms, and prepare reportsAbility to effectively present information and respond to questions from referral sources, managers, patients, employees, payers and the general public.
Mathematical skills: ability to calculate figures and amounts such as supply quantities.
Reasoning ability: ability to define problems, collect data, establish facts, and draw valid conclusions.
Associate’s degree preferred.
Three years of related healthcare experience preferred.
Option care health subscribes to a policy of equal employment opportunity, making employment available without regard to race, color, religion, national origin, citizenship status according to the immigration reform and control act of 1986, sex, sexual orientation, gender identity, age, disability, veteran status, or genetic information.
Posted: oct 12, 2021