Randstad USA

Compensation

Full Description

We are seeking a highly organized and customer-focused Remote Specialty Healthcare Access and Triage Coordinator to serve as the critical first point of contact for members and medical staff. The primary focus of this role is to provide high-quality telephone and support services by efficiently managing inbound calls, accurately scheduling appointments, and handling medical records inquiries. All interactions must be conducted in a prompt, professional, concise, courteous, standardized, and accurate manner. Compensation: $20.50/hr Location: 100% Remote, Must live within 75-mile radius of Duluth, GA 30096 Contract Details: 6-month contract beginning January 5th, with possibility of extension up to 2 years (Full-Time employment is possible). Work Schedule & Training • Schedule: Full-Time (40 hours/week), Monday through Friday. No weekends required. • Shifts: Shifts will be an 8-hour shift within the operating hours of 7:00 AM to 7:00 PM EST, as assigned. • Mandatory Training: Training is typically 4 weeks (likely 8:00 AM to 5:00 PM EST). ABSOLUTELY NO TIME OFF is permitted during the mandatory 4-week training period. Key Responsibilities (What You Will Be Doing) • Scheduling: Accurately schedules, reschedules, cancels, and/or verifies patient appointments utilizing a clinical decision tree or appropriate scheduling tool. • Member Support & Education: • Verifies member and benefit eligibility. • Answers questions regarding the member's health plan, medical records, and necessary forms. • Educates members on proper use of Health Plan systems, processes, and facilities. • Call Handling & Routing: • Manages incoming calls to the Regional Operator Line and correctly routes them to the appropriate department. • Follows established processes for connecting members to the advice nurse for clinical review based on reported symptoms. • Refers calls for member hospitalization to the Health Care Team or On-Call provider (if after hours). • Records Management: Ensures member requests for forms and medical records releases are completed within turnaround time goals and follow all established guidelines. • Team Support: May assist with training and orienting new or less experienced staff and provides peer support as needed. Requirement Details: Education • High School Diploma or General Education Development (GED) Required. Call Center Experience • Minimum one (1) year experience in a high-volume call center or chat environment. Customer Service • Minimum one (1) year experience in a similar customer service position. Typing Speed • Working knowledge of PC with keyboarding skills of 35 WPM minimum (Typing Test Required). Must maintain proficiency in navigating the electronic medical record (EMR) for scheduling, information gathering, and documentation. Strong data entry and knowledge of Windows 10 or Windows 11 are highly recommended. Preferred Qualifications (Nice-to-Haves) • Prior appointment-setting experience in a clinical setting or health care service role. • Experience handling medical records inquiries (forms and health information) in a clinical setting. • General knowledge of medical terminology.