Communication Center Representative
Company: Inovalon, Inc.
Location: Bowie
Posted on: April 23, 2024
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Job Description:
Inovalon was founded in 1998 on the belief that technology, and
data specifically, would empower the transformation of the entire
healthcare ecosystem for the better, improving both outcomes and
economics. At Inovalon, we believe that when our customers are
successful in their missions, healthcare improves. Therefore, we
focus on empowering them with data-driven solutions. And the
momentum is building.
Together, as ONE Inovalon, we are a united force delivering
solutions that address healthcare's greatest needs. Through our
mission-based culture of inclusion and innovation, our organization
brings value not just to our customers, but to the millions of
patients and members they serve.
Overview:The Communication Center Representative will either work
in SME (Supplemental Member Engagement - Direct to Member
Communication) or MRR (Medical Record Review direct to medical
facilities) and can be moved between lines of business when
business needs change.
SME
Communication Center Representatives will conduct scheduling of
appointments with client members. The Representative must enjoy
speaking with people (particularly the elderly) on the phone and
possess the in-depth understanding and the diverse skills to
overcome member issues, hesitation or objections. The Communication
Center Representative is accountable for making a high volume of
calls with exceptional member service and ability to convert phone
calls into scheduled visits while upholding strong metrics and
quality.
MRR
The Communication Center Representative in the MRR (Medical Record
Review) department, our mission is to perform out-reach to
hospitals, providers, and providers offices to retrieve medical
charts for the Health Plans membership. The Communication Center
Representative will perform research, identify location of charts
for requests, and assist in the collection of the charts while
upholding strong metrics and quality.
Duties and Responsibilities:
SME specific Duties & Responsibilities:
Conduct outbound/inbound calls to health plan members to schedule
in-home assessments by nurse practitioners or other clinical
staff;
Provide members with full details of the in-home assessment within
guidelines of clients;
Provide friendly customer service with a positive attitude,
building rapport and trust with members;
Present, promote, and sell benefits of in-home assessment through
active listening skills, empathy, and the ability to overcome
objections;
Scheduling Specialist may also work to schedule appointments for
client's members in a physician's office or minute clinic;
MRR specific Duties & Responsibilities:
Conduct outbound/inbound calls to Provider's Office to verify
location of the Health Plans member's medical records for future
Medical Records Request.
Research Provider Information to obtain alternate contact
information to locate member's medical records.
Provide Provider's Offices with all record retrieval options and
schedule the return of medical charts accordingly.
Provide friendly customer service with a positive attitude,
building rapport and trust with Provider's Offices using active
listening skills, empathy, and the ability to overcome
objections;
Required to log all activities with attention to detail.
Applicable to Both Roles:
Maintain compliance withInovalon'spolicies, procedures and mission
statement
Adhere to all confidentiality and HIPAA requirements as outlined
withinInovalon'sOperating Policies and Procedures in all ways and
at all times with respect to any aspect of the data handled or
services rendered in the undertaking of the position;and
Fulfill those responsibilities and/or duties that may be reasonably
provided by Inovalon for the purpose of achieving operational and
financial success of theEmployer.
Job Requirements:
Must possess strong computer literacy skills, including, but not
limited to, data entry and retrieval, and Microsoft Office;
Bilingual in Spanish is a plus
Experience in a high call volume inbound/outbound call center or
like environment;
Ability to work in a fast-paced environment, prioritize tasks to
meet deadlines and goals, perform additional duties as directed by
management, and meet all business expectations in metrics and
quality;
Must be able to adapt to change to meet business and client
expectations weekly, monthly, yearly;
Excellent verbal and written communication skills;
Sales experience strongly desired;
Strong interpersonal and organization skills;
Comfort level working with the senior citizen population;
Knowledge of healthcare or managed care highly preferred; and
Ability to exercise independent judgement within policy and
procedure guidelines established by the company.
Education:
High school diploma or equivalent is required.
Physical Demands and Work Environment:
Sedentary work (i.e. sitting for long periods of time);
Exerting up to 10 pounds of force occasionally and/or negligible
amount of force;
Frequently or constantly to lift, carry push, pull or otherwise
move objects and repetitive motions;
Subject to inside environmental conditions; and
Travel for this position will include less than 5%, typically for
training purposes.
The actual base pay offered may vary depending on multiple factors
including, but not limited to, job-related knowledge/skills,
experience, business needs, geographical location, and internal
equity. At ComplexCare Solutions, it is not typical for an
individual to be hired at or near the top end of the range for
their role, and compensation decisions are dependent upon the facts
and circumstances of each position and candidate.
Compensation Range
$17.00 per hour - USD - Standard
$19.00 per hour - USD - Bilingual in Spanish
Studies have shown that women and people of color are less likely
to apply for jobs unless they believe they meet every one of the
qualifications listed in a job description. If you don't meet every
qualification listed but are excited about our mission and the work
described, we encourage you to apply regardless. Inovalon is most
interested in finding the best candidate for the job and you may be
just the right person for this or other roles.
By embracing diversity, equity and inclusion we enhance our work
environment and drive business success. Inovalon strives to reflect
the diversity of the communities where we operate and of our
clients and everyone whom we serve. We endeavor to create a culture
of inclusion in which our associates feel empowered to bring their
full, authentic selves to work and pursue their professional goals
in an equitable setting. We understand that by fostering this type
of culture, and welcoming different perspectives, we generate
innovation and growth.
Inovalon is proud to be an equal opportunity workplace and is an
affirmative action employer. We are committed to equal employment
opportunity regardless of race, color, ancestry, religion, sex,
national origin, sexual orientation, age, citizenship, marital
status, disability, gender identity or Veteran status. We also
consider qualified applicants regardless of criminal histories,
consistent with legal requirement.
The Company maintains a drug free work environment for all of its
associates, which includes employees, contractors and vendors. It
is unlawful for associates to manufacture, sell, distribute,
dispense, possess or use any controlled substance or marijuana in
the workplace and doing so will result in disciplinary action, up
to and including termination of employment or the contracted
relationship.
To review the legal requirements, including all labor law posters,
please visit this link
Keywords: Inovalon, Inc., Bowie , Communication Center Representative, Other , Bowie, Maryland
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