Call Center Representative

Key Responsibilities:

• Answer incoming phone calls, emails, and contacts as requests come in, and appropriately screen, transfer, resolve and dispose of calls expeditiously
• Review, process, schedule and authorize orders according to department protocols
• Ensure that appropriate and timely documentation of all updates, encounters, and communication is documented in source systems

Scheduling and Communication:

• Effectively coordinate the scheduling of participants’ appointments, including trouble-shooting conflicts or urgent needs
• Communicate with all stakeholders (staff, family, providers, etc.)
• Meet appointment turn-around times as outlined in WelbeHealth Appointment Scheduling Protocol

Inquiries and Eligibility:

• Provide eligibility status and benefit information for participants
• Address both participant and provider inquiries (Including authorization status and requirements)
• Escalate inquiries as appropriate