Patient Service Representative

The Welbe Advocate is responsible for two primary functions within the Welbe Advocate Hub, based on assignment. A Welbe Advocate I may be assigned to either inbound and/or outbound assignments within the Hub which could include but not be limited to call management (answering inbound calls), outbound scheduling, authorization processing, inquiry response, clinic-based scheduling and/or other administrative tasks.

Perks of Working at WelbeHealth:

• 100% Remote work from home opportunity!
• Competitive base pay based on experience
• Annual bonus
• Equity Participation Grant
• 401 (K)+ Match
• Medical, dental, and vision insurance starting on day 1 covered at 90% of the cost for the employee
• Long-Term Disability
• 17 days paid time off per year, 5 sick days, and 12 paid holidays

Duties and Responsibilities:

• Answer incoming phone calls, emails, contacts as requests coming into the Hub. Appropriately screen, transfer, resolve and dispose of calls expeditiously which adhering to all process and documentation standards.
• 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 as outlined by department protocols.
• Effectively coordinate the scheduling of participants appointments, including trouble-shooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers etc.) and meeting appointment turn-around times as outlined in WelbeHealth Appointment Scheduling Protocol.
• Respond to questions and inquiries regarding authorization status and requirements.
• Provide eligibility status and benefit information for participants.
• Collect/Update and Verify Participant and Provider information as required.
• Address both participant and provider inquiries and if unable to resolve, escalate as appropriate.
• Conduct appointment confirmations and appointment reminders as outlined by department protocols, updating appointments as appropriate.
• Maintain current and accurate records of all scheduled appointments –scheduled times, outcomes (e.g., appointment occurred or not, reasons for rescheduling).
• Trouble-shoot and resolve basic issues; escalate to manager when appropriate.

Qualifications and Requirements:

• High School Diploma or Equivalency required.
• Minimum of (1) year experience working in a health care setting
• Bilingual highly preferred
• Outstanding customer service orientation, especially in telephone and written communications.
• Excellent and accurate data entry skills and experience in multiple software platforms.
• Must be flexible with work hours.
• Problem solving and persistence in the face of challenges.
• Excellent organizational and communication skills.
• Ability to work independently with minimal supervision.
• Demonstrated ability to prioritize in a fast-paced environment.
• Experience and competency working with people from diverse backgrounds and cultures.