LogixHealth Inc Auditor, Patient Call Center in Bedford, Massachusetts
Are you interested in joining a team that strives to positively impact the healthcare system? LogixHealth provides services and technology that result in smarter healthcare. We need the best and most inspired team members and are looking for people with a high level of intellectual curiosity and drive who always ask "why" and "how can we do it smarter." If we have piqued your interest and you also possess: 1. A strong attention to detail and active listening skills 2. Proficient computer skills 3. The ability to multitask We want to meet YOU! Purpose To audit call quality for both Bedford and India Call Center incoming and outgoing calls. Provide feedback and training of existing and new hire employees. Duties and Responsibilities 1. Train incoming employees on all aspects of medical billing and Call Center applications and processes 2. Listen to calls as outlined by manager for monthly scorecard 3. Provide timely feedback on calls for new hires for the 1st 10 days - and beyond should the quality review be extended 4. Provide immediate review and outline of call complaints sent by the Manager 5. Provide feedback to employees with call complaints regarding the detail and examples of improvement 6. Counsel team members on poor scores in order to get the quality, wrap or use of PCS scores to standards 7. Assist with education to team on new processes 8. Work with management to resolve call handling / training issues 9. Ensure timely response and accurate action on e-mails to the Customer Service e-mail address 10. Monitor all aspects of the scorecard - Release times from day prior - monitor for excessive use - Break times 11. Adhere to the Code of Conduct and be familiar with all compliance policies and procedures stored in LogixGarden relevant to this position Required Amount of Experience: This position requires strong Patient Call Center experience with good quality of call answering and understanding all aspects of medical billing and HIPAA verification processes. This role will be responsible for the call monitoring for all employees in the Patient Call Center - local & offshore. Required Skills: 1-3 years call center and/or third party billing experience, experience with advanced level spreadsheets and experience with healthcare software preferred. Must possess demonstrated experience with multi-tasking and prioritizing responsibilities. Prior word processing, spreadsheet and internet software experience including proficiency with MS Excel and MS Word required.