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Patient Call Center Representative

Company: Aerotek
Location: Des Plaines
Posted on: March 16, 2020

Job Description:

They will be working in a team of 35 people with Beth as the Supervisor. Advocate just started doing Live Chats with people online so these people will be handling calls and answer questions and request on Live Chat.

Duties
They will be taking 40 - 50 calls per day. These calls can be 10 - 40 minutes.
Answer multiple people via live Chat at once.

- They only schedule with family or primary care doctors. They do NOT schedule appointments for any specialists. If someone needs a specialist, then they will get transferred to the contact center.

- There will be a lot of people that are calling to sign up for classes through advocate

- Anyone that calls the main number, (800) 3 Advocate gets sent over to this team. They then determine if they should transfer the calls or deal with the customer

- some of these people that call in can be doctors or other healthcare professionals.

- They will use multiple systems that are specific to Advocate to document and also to navigate to answer questions.

- 90% of the calls are inbound and 10% will be outbound. The outbound calls are mostly follow ups

- 80% of the calls will be to find a doctor, find classes, billing, payment processing. They are NOT DOING any billing or processing.

- Only 20% of the calls are going to be to set appointments.

- They may do some insurance verification

- They will use a dual screen monitor and will be working in cubicles

- They will be working with four programs on the computer: IDX System (schedule doctor's appointments), Centaruis Program (schedule classes for nurses, doctors, and regular citizens), Insurance Verification System, and a system to document all calls.

Hours
The shift will be between 8a-5:30 p for the first 3 weeks of training and then will be put on a shift. The call center is open from 7 AM - 7 PM so they need to be flexible to work an 8 hour shift in between these hours. Once they get put on a shift, they will have to stay on those shifts moving forward. They are open a half day on Saturdays in which the team routes o help out. The hours for Saturday are 9am to 2pm.

There is a chance that this shift can change. If it happens, the managers will give them a 2 week notice to make changes to their personal life before moving to another shift.

o 3 - 4 weeks of training, the hours for training will be between 8 am - 5:30 pm with a 30 minute non-paid lunch
****IMPORTANT - After a month of training they will have to work a Saturday every three weeks.

****They cannot take days off before the first 90 days

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email accommodation@aerotek .com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Job Requirements:
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Keywords: Aerotek, Des Plaines , Patient Call Center Representative, Other , Des Plaines, Illinois

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