MSC Representative at Crossover Health Medical Group

About Crossover HealthCrossover Health is creating the future of health as it should be. A national team-based medical group with a focus on wellbeing and prevention that extends beyond traditional sick care the company delivers an entirely new model of healthcarePrimary Healthbuilt on the foundation of trusted relationships an interdisciplinary care team approach and outcomes-based payment. Crossovers Primary Health model integrates primary care physical medicine mental health health coaching care navigation and more and delivers care in surround-soundin-person virtually and via asynchronous messaging. Together we are building a community of members that embraces healthcare as a proactive part of their lifestyle.Job SummaryThe Member Support Center (MSC) Representative role is at the forefront of providing an exceptional member customer service experience. As an important member of our Member Support Center team the MSC Representative assists members with first call resolution and demonstrates an in-depth knowledge of the client specific workflows and procedures in correlation with the Crossover standards. The MSC Representative role facilitates the members experience throughout their interactions with Crossover Health by providing excellent customer service support over the phone.Job ResponsibilitiesProcess inbound and outbound calls with the highest level of professionalismDemonstrates a commitment to quality delivering uncompromised customer serviceWorks directly with members assisting them with scheduling appointments answering questions navigating urgent requests or needs and connecting members with their clinical care teamFamiliar and comfortable with navigating Electronic Medical Records (EMR) platforms spreadsheet reporting and instant messaging platformsFamiliar with Call Center Softphone systems and set upExecute reflective listening skills to confirm members appointmentsResponds to voicemails in a timely manner and processes according to members requestAchieve Member Support Center PGs and KPIs (i.e. Answering calls within 30 seconds 80% of the time abandoned rates 8% or less achieves overall call audit rating by 80% call wait times are 30 seconds or less)Maintains the correct Dashboard status appropriationsEngage in building cross-functional relationships with other clinical teams and departmentsAssists with assigned projects and special provider or patient requests.Become familiar and an expert as it relates to benefit eligibility employer-sponsored health plans including copays co-insurance and related benefit specific requirements and servicesCollaborates with the team and other clinical staff throughout Crossover to deliver an exceptional member experience and identify areas for improvementKnowledge of HIPAA regulations Code Orange and incident reporting and managing the release of Protected Health InformationPerforms other duties as assignedRequired QualificationsExcellent Phone Etiquette3 years of experience working in a call center or customer service environmentExperience with multitasking issue resolution and conflict managementProficient computer skills and familiarity with Apple products (Mac) ChromeOS or client-branded Windows products such as Microsoft or HP.Must be able to work in office during assigned shifts including working a hybrid schedule if assignedPreferred QualificationsExcellent interpersonal skills and the ability to work effectively in a highly collaborative call center environmentProven organizational skillsHigh level of ownership accountability and initiativeExperience in a health care service delivery environmentPhysical Job RequirementsRequires sitting and standing for prolonged periods of timeOccasionally required to lift and carry items weighing up to 50 lbsManual and finger dexterity and hand-eye coordinationRequires corrected vision hearing and speech within normal rangesReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Crossover Health is committed to Equal Employment Opportunity regardless of race color national origin gender sexual orientation age religion veteran status disability history of disability or perceived disability. If you need assistance or an accommodation due to a disability you may email us at .To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.#LI-OnsiteRequired Experience:Unclear Seniority Key Skills Data Entry,Deputy,Drafting,Hibernate,Administration Support,Activex Employment Type : Full-Time Experience: years Vacancy: 1