Patient Care Advocate

Allegheny Health Network Call Center Representative

General Overview : This job is responsible for answering calls received into the centralized call center. The representative will use the appropriate procedures, tools, and equipment to answer inquiries to provide first call resolution as often as possible. This level of representative will handle routine inquiries which will have a well-defined protocol as well as some more complex inquiries.

Essential Responsibilities :

• Phone work : Assisting patients with all requests and specialties during business hours (8 : 00am-5 : 00pm). Promptly answers a multiple line telephone system and processes complex medical service requests in a confidential manner with strict adherence to policies and procedures. Ascertains the reason for a patient's call. Follows established protocol and uses independent judgment to appropriately refer a patient to a physician or specialist as necessary. Maintains department productivity levels for customer satisfaction. (85%)
• Working with leadership on professional development, Maintains department productivity levels for customer satisfaction. (10%)
• Performs other duties as assigned or required by management. (5%)

Qualifications : Minimum : High School / GED, Customer service OR physician scheduling experience. Preferred : 1 year in a call center role.

Disclaimer : The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

Pay Range Minimum : $19.00 Pay Range Maximum : $27.08 Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.