Care Support Specialist I - Duly Health and Care

Care Support Specialist I 

Position Highlights:

• Position:  Care Support Specialist I 
• Location: Remote after 90 days 
• Full-time
• Hours:  Monday-Friday, 8:45-6:00pm, Saturday, 8:00-1:00pm, OFF-Thursday
  

Benefits: 

• Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
• $5,250 Tuition Reimbursement per year. 
• 40 hours paid volunteer time off. 
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
• 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members. 
• 401(k) Match
• Profit-sharing program 

Under the Direction of the Department Lead and/or Manager, this position is responsible for accurate and timely patient scheduling and registration. Provides efficient, effective, quality customer service through a variety of duties including, but not limited to: Appointment scheduling; the collection and entry of patient demographics, and verification of coverage. Maintains the strictest patient confidentiality and adheres to all HIPAA guidelines. Responsible for the accurate, timely, and comprehensive registration and insurance verification of Duly health and Care patients.

Schedules patient appointments in accordance with scheduling guidelines and policies to ensure accurate outcomes for patients and doctors.

Quality and accuracy (70%)
• Is proficient with scheduling 3 unique modalities or specialties
• Transferring clinical calls to Triage when required
• Cancels and reschedules appointments at the patient’s request
• References scheduling guidelines and protocols to assure accurate scheduling
• Review and updates patient demographic and insurance information as needed
• Answers switchboard calls and transfers patients to the correct department
• Sends afterhours physician pages for inpatient and outpatient callers

Phone Etiquette and Call wrap-up (15%)
• Answers incoming calls pleasantly and appropriately using the assigned greeting and name
• Speak clearly and professionally
• Wraps up each call appropriately

Participates in departmental projects, huddles, and meetings (15%)
• Attends meetings as required. Responsible for maintaining and obtaining accurate and current resource material
• Participates in the rotation of department responsibilities and performs other projects and duties related to the organization review

• Education: High School Diploma
• Experience: 
  • Previous call center and/or medical scheduling experience preferred
• Skills: 
  • Excellent communication and organization skills
  • Knowledge of healthcare terminology a plus
  • Basic computer program and keyboard typing knowledge
  • Develops and follows appropriate processes and procedures for accomplishing tasks
  • Able to balance technical solutions with business and interpersonal factors