The Lead Patient Engagement Specialist will assist in overseeing the day-to-day operations of the Patient Engagement Team. Reports directly to the Patient Engagement Supervisor and will be part of the internal CSS client-based MTM Service Team in the performance of MTM programs.
Duties and Responsibilities include the following. Other duties may be assigned.
- Conduct quality assurance audits on CSS Patient Engagement Specialists Agents.
- Responsible for assisting in the onboarding and training new employees and continuing education and training of current employees.
- Review and updating of policies and procedures which specifically relate to the Patient Engagement Team.
- Perform telephonic outreach to MTM-eligible members as per CSS client’s program Specification.
- Verify MTM-eligible member identification following company policies and procedures related to privacy and security standards.
- Accurately collect and record data into the MTM-eligible member’s MTM chart following decision-based logic within the platform, in preparation for the clinical interview.
- Follow all established CSS policies and procedures including but not limited to HIPAA, privacy and security policies and procedures.
- Receive inbound calls, schedule appointments and direct calls to appropriate parties.
- Perform administrative support functions as needed.
- Operate office equipment such as translation, hearing impaired and voice mail messaging systems, email, and use of various software applications to support CSS’ MTM operational processes.
- Perform other duties or tasks, as assigned, or required.
- Must have high-speed internet.
- Must be able to work from home.
Required Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
- At least 1 years’ experience in a call center environment preferred.
- Available for in office training (First 60 business days) 9am - 5pm Monday-Friday. Then position is remote from 11am - 7pm Monday-Thursday and 9am-5pm on Friday..
- Diplomacy in cross-functional team coordination with the ability to work as a team member, promote attention to detail, and exercise good communication skills to deliver results on the customer’s behalf.
- Excellent presentation, verbal, and written communication skills.
- Ability to multi-task, set priorities, track projects status, and meet strict deadlines.
- Extreme attention to detail with the ability to be flexible and change directions easily.
- Advanced knowledge of Microsoft Office programs (MS Excel, PowerPoint, Word, etc.).
- Ability to operate office equipment such as voice mail messaging systems, email, and use of various software applications to support CSS MTM operational processes.
- Understand and follow HIPAA, Privacy, Safety and Compliance guidelines preferred.
- HS diploma/GED required.
Availability:
Full Time: Available for in office training (First 60 business days) 9am-5pm Monday-Friday. Then position is remote from 11am-7pm Monday-Thursday and 9am-5pm on Friday.
Location:
701 Seneca Street, Suite 602, Buffalo, New York
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
Job Type: Full-time
Pay: $17.50 - $20.50 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- How many years of Call Center experience do you have?
- How many years of Customer Service experience do you have?
- Are you able to work Monday through Thursday from 11:00 a.m. to 7:00 p.m. and Friday from 9:00 am to 5 pm EST
- Do you currently reside in Western New York?
Work Location: Hybrid remote in Buffalo, NY 14210
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