Patient Service Representative - Care Coordinator

At a glance

• Hiring Classes:Next hiring classes scheduled for January 2025+
• Location:This position is located at our Dublin, OH campus.
• StartingPay: $18+ per/hour
• Shift Differential:+ $0.50 per/hour between 11:00am-8:30pm EST; + $1.50 between 12:00pm-10:00pm EST

Who weare

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role

ThePatient Service Representative (PSR)is Quantum Health’s entry point into healthcare navigation. Some people know them as Care Coordinators, but they’re so much more. They’re tech-savvy helpers,investigatorsand problem solvers. They interact with our members,cliniciansand service providers on the phone, using leading technology to simplify the complex healthcare landscape. They’re our secret sauce. Most importantly – no experience is required. Our paid six-week training program provides everything needed to succeed in this rapidly growing industry.

Learn more by watching the “What it means to Warrior with us” video, here!

What you’ll do

• Provide exceptional customer service through inbound/outbound calls in our modern, fast-paced, contact center environment.
• Offer empathetic member guidance, including verification of benefits and creation of authorizations for treatment based on the members’ health plan.
• Ask probing questions to recognize additional patient needs, including those beyond their current healthcare benefits and provide additional resources/solutions whenever possible.
• Act as an advocate for our members by communicating with network liaisons, clinical professionals and finance staff members at hospitals and medical offices.
• Partner with internal clinical professionals in providing member guidance and identify when members should be connected directly with Quantum Health Nurses.
• Investigate financial discrepancies and claim issues to ensure our members and clients are billed appropriately.
• Participate in stretch assignments, specialprojectsand leadership development programming, as available, to gain business exposure and build a rewarding career with the organization.
• All other duties as assigned.

What you’ll bring

• Education: High School Diploma or General Education Development (GED) equivalent required.
• Strong customer service skills with a caring personality, willing to put in extra effort to ensure our members are taken care of during potentially difficult times.
• Excellent communication skills (spoken and written); comfortable talking on the phone for extended periods of time and replying to emails in a timely manner.
• Ability to quickly master new technologies; Naturally curious approach to solving problems and working more efficiently.
• Willingness to routinely, reliably come to work on schedule and adjust shift/scheduling based on the needs of the organization (including occasional paid overtime).
• Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
• A high degree of personal accountability and trustworthiness, a commitment to working within Quantum Health’s policies, values and ethics, and to protecting the sensitive data entrusted to us.

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