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011520 CCA-Customer Service

• Be a resource for CCAs members by providing accurate and timely responses to their benefit and health plan questions.

• Respond and effectively triage member phone calls to accurately route to appropriate area.

• Work with care management team to address the needs of members, caregivers and other CCA constituents.

• Conduct all follow up activities in a timely and accurate manner ensuring member expectations are met.

• Meticulously document all member and prospective member interactions in a Centralized Electronic System.

• Responsible for the scheduling of member appointments, transportation, translation, and interpretation services.

• Initiates prior authorization intake process.

• Assist in resolving member billing discrepancies.

Provide members with any requested documents including provider listings in their areas.

• Complete comprehensive appeal and grievance intakes.

• Collaborate with the member to accurately document their appeal or grievance concern by ensuring all necessary information to start the process is captured.

• Assist with timely resolution of concerns or complaints conveyed by members and their representative.

• Conduct research to provide accurate and informed resolution to members inquiries.

• Collect supporting data and documentation relevant to members’ care.

• Connect members to their CCA providers through Telemedicine accessibility.

• Must act in compliance with HIPAA, state and federal regulations when assisting CCA members

• Other duties as assigned

Working Conditions:

The MSR position requires the ability to sit at a desk, while talking on the telephone and using the computer, for eight hours each day in a distraction free environment.

Required Education:

• Associate’s degree or equivalent experience.

Desired Education:

A bachelor’s degree in any general or health-oriented field is preferred. Technical accreditation in the health care field (i.e., Medical Assistant | Billing and Coding) is a plus.

Required Experience:

• At least six months recent experience in a call center environment

• Currently or recently employed in customer service, public service, as front-line health care worker, or in a contact center

• Experience and competent in working with a diverse differently abled and elderly population, socioeconomically, ethnically, and culturally

• Experience working independently while in a team environment

• Experience working in a quality-focused environment with an emphasis on behavioral based quality assurance program

Desired Experience:

• Experience in health care, , health plan, insurance or government is preferred.

• Prior experience working in the health care industry front lines or medical setting preferred

• Prior experience with service authorizations, grievances and appeals, scheduling medical appointments preferred

• Ability to work with multiple computer programs and phone systems at once

Required Knowledge, Skills & Abilities:

• Must be passionate about serving others and able to show empathy to distressed individuals

• Skilled in problem solving by referencing departmental standard operating procedures and workflows

• Resilient and adaptable working in an environment that includes continuous change

• Proven proficiency working in a metrics, benchmarks and goals driven work environment.

• Reliability and punctuality are a must

• Proficient with Microsoft Office Suite and demonstrated ability to work with multiple complex systems simultaneously

• Document information clearly and efficiently using medical terminology

• Excellent interpersonal skills and ability to interact professionally

• Must be kind and respect when assisting all constituents including challenging callers, with excellence in customer service.

• Superb verbal and written communications skills in English required

Desired Knowledge, Skills & Abilities:

• Proficient in medical terminology preferred

• Proficiency in at least one other language strongly preferred

Member Facing: No

Other:

+ Standard Office Equipment

+ Remote Connectivity Equipment

+ Physical Requirements: Ability to sit for long periods of time; light lifting, and bending

+ **_Required: A broadband or cable internet connection with a minimum speed of 200 Mbps. Satellite Internet, T-Mobile 5G Internet and Mobile 5G hotspot will not be compatible with our systems._**

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Please note employment with CCA is contingent upon acceptable professional references, a background check (including Mass CORI, employment, education, criminal check, and driving record, (if applicable)), an OIG Report and verification of a valid MA/RN license (if applicable). Commonwealth Care Alliance is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other category protected by applicable federal, state or local laws.