IVM952 | HealthCare Specialist Representative | On Site | Bogota

IVM952 | HealthCare Specialist Representative | On Site | Bogota

28 ago
|
Ubiquity
|
Bogotá

28 ago

Ubiquity

Bogotá

ABOUT THE ROL



Member Services Representatives are responsible for providing patients with high-quality customer service by initiating outbound calls pertaining to acquiring and managing medical records.



DUTIES AND RESPONSIBILITIES:



- File, organize, and retrieve patient medical records from external specialists.

- Ensure patient charts, reports, and paperwork are completed in a timely and accurate manner.

- Handle confidential patient information in an ethical and professional manner.

- Properly secure patient medical records to ensure they are protected and remain confidential according to HIPAA regulations.

- Distribute patient medical records to appropriate personnel through previously established routing processes.



- Maintain medical records availability by utilizing the digital patient database to upload specialist notes and documents pertaining to external appointments.

- Utilize “Scheduled Orders” filter in NextGen to understand which external appointments were attended to ensure specialist notes are obtained.

- Acquire portal access to obtain patient reports from external specialists.

- Group orders by specialist office if portal access is not acquired, then initiate outbound calls to obtain patient medical records.

- Understand how to utilize NextGen electronic health record system and Outlook e-fax system to manage patient medical records.

- Compare external specialist notes to PCP referral order to close the loop.

- Separate consultation notes from follow up requests from external specialists.

- Upload specialist notes into appropriate patient’s chart in NextGen system.

- Assign specialist notes to appropriate PCP for review.

- Understand and strive to meet established Key Performance Indicators (KPIs),

as they relate to the position.



REQUIREMENTS:



- High School Diploma or equivalent required.

- 1-2 years of experience in customer service environment is preferred.

- Passion for delivering a stand-out customer experience.

- Excellent verbal and written communication skills.

- Ability to ask probing questions and problem resolution skills.

- Ability to follow instructions for specific tasks, as they relate to resolving issues presented by the patient.

- Ability to work in a high-pressure environment while ensuring a positive patient experience.

- Intermediate proficiency with PC navigation, Microsoft applications, NextGen electronic health record system, and other CRM management tools utilized when providing exceptional customer service.



- Bilingual in English/Spanish required; Ability to read, write, speak, and understand the English and Spanish languages in a business environment is essential to the position.

- Flexible with schedules and available to work a variety of shifts to include weekends, overnights, holidays, or extra shifts to meet the needs of the business.



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