Inbound/Outbound Queue Associate - Apidel Technologies

Duties
Utilizes Aetna systems to build, research and enter member information as needed.
Follows management-established procedures to execute routine business support tasks for core Inbound and Outbound communications functions, under general supervision.
Develops effective relationships with all team members to effectively progress daily communications to resolve issues and prevent delays in service or responses.
Handles Inbound and Outbound tasks in a manner that operates in full compliance with patient confidentiality policies and regulations.
Maintains accurate and complete documentation of member health information to minimize risk management, while adhering to all regulatory, and accreditation requirements.
Escalates more complex customer/member inbound inquiries to management for more thorough follow-up and resolution.
Takes management direction to properly execute techniques, processes, and responsibilities according to established work area policies and procedures.
Documents all Inbound and Outbound details into the company database to ensure full collection of customer/patient needs and requirements.
Promotes communication, both internally and externally to enhance effectiveness of medical management services (e.g., health care providers, and health care team members respectively).

Experience
Must reside in Ohio
2-4 years\' experience as a medical assistant, office assistant or other clinical experience.
Effective communication, telephonic and organization skills.
Familiarity with basic medical terminology and concepts used in care management.
Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members.
Demonstrated proficiency with personal computers, keyboard and multi-system navigation, and MS Office Suite applications (Outlook, Word, Excel, SharePoint, etc.)
Ability to effectively participate in a multi-disciplinary team including internal and external participants.

Position Summary
Utilizes Aetna systems to build, research and enter member information as needed.
Follows management-established procedures to execute routine business support tasks for core Inbound and Outbound communications functions, under general supervision.
Develops effective relationships with all team members to effectively progress daily communications to resolve issues and prevent delays in service or responses.
Handles Inbound and Outbound tasks in a manner that operates in full compliance with patient confidentiality policies and regulations.
Maintains accurate and complete documentation of member health information to minimize risk management, while adhering to all regulatory, and accreditation requirements.
Escalates more complex customer/member inbound inquiries to management for more thorough follow-up and resolution.
Takes management direction to properly execute techniques, processes, and responsibilities according to established work area policies and procedures.
Documents all Inbound and Outbound details into the company database to ensure full collection of customer/patient needs and requirements.
Promotes communication, both internally and externally to enhance effectiveness of medical management services (e.g., health care providers, and health care team members respectively).

Education
High School Diploma or G.E.D.

What days & hours will the person work in this position List training hours, if different.
M-F 8-5PM EST