Coordinate and implement medical case management to facilitate case closure. Review and analyze medical records and assess data to ensure appropriate case.
Duties and Responsibilities
Obtains client information by answering incoming telephone calls and conducting outbound followup calls.
Determine the reason of call and provide service accordingly or transfer call to the appropriate person.
Update our in-house database.
Explain the benefits and advantages of our service to clients and ensure they are fully aware of the process and requirements.
Report any problems to the account manager immediately to avoid service interruption and/or roadblocks.
Adhere to quality standards and KPI's.
Support team members with other required tasks.
May provide pre-approved medical information or literature to customers based on the guidelines of the specific program.
Initiates clinical discussions with healthcare professionals per project guidelines
Supports patients through their treatment journey
Develops and updates content in keeping with client requests and need
Performs other duties as assigned
Minimum Requirements
Education: Diploma
Experience: Minimum of 1 year of solid experience in the same field.
Identify preferred requirements:
Strong written and oral communication skills.
Customer service focus. Critical thinking
Ability to work effectively through influence and collaboration.
Good judgment in managing and escalating client or project issues. Must be able to manage multiple projects and understand contact center processes.
Excellent interpersonal skills.
Ability to identify problems, take initiative, and be solution oriented.