Role Description Shared Services Scheduling Specialist – PR assists with scheduling in-house and external physician/specialist medical appointments for participants, coordinates necessary transportation, handles customer service issues, makes all arrangements for Aide Services/escorts and assists with other functions as needed. - Schedule participants with their specialty appointments and medical appointments with their CBPCPs. - Make visit verification calls to confirm appointments and reschedule any cancellations. - Check the provider lookup, Liberty Dental website and the NVA list to schedule appointments with in-network providers, escalating any issues to management, and appropriate department. - Schedule SDR, post-fall, and HR/HI cases within 7 days of triggering. - Ensure that participants' charts reflect the most accurate information, such as cancelling appointments and updating service plans when necessary. - Ensure all authorizations and referrals are accurately faxed to the appropriate providers and facilities. - Communicate effectively with all participants to relay appointment information, and provide updates as needed. - Responsible for documenting all interactions and updates in a participants chart accurately and in a timely manner. - Processes requests for the release of health information. - Schedules provider follow-up appointments. - Documents all calls in internal systems. - Report any participant grievances reported by other DHC staff directly to the Grievances and Appeals department, as well as other disciplines involved. - Schedule CBPCP appointments. - Schedules all specialty consultations, including but not limited to psychiatry, podiatry, lab/home draws, and acupuncture. - Informs Participants via phone regarding all future appointments. - Identifies and partners with other departments to resolve complex participant inquiries. - Completes documentation regarding appointments in the organization's computer systems. - Responsible for the participant’s profile updates in all systems. - Performs consistently with the organization’s mission and philosophy. - Performs job responsibilities according to the organization’s policies. Seeks clarification when needed. - Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines. - Maintains proper documentation (updated, timely, legible) related to patient care. - Maintains HIPAA standards and confidentiality of PHI. - Serves as a role model for peers and colleagues. - Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills. - Treats other employees respectfully and facilitates an environment of teamwork. - Communicate with participants in a caring, helpful, considerate, and culturally sensitive manner. - Demonstrates a thorough understanding of participants’ needs and wants and attempts to anticipate and meet participants’ needs. - Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction. - Ability to manage multiple tasks and priorities in a fast-paced environment and adapt to changing priorities throughout the day. Qualifications - Associate degree preferred, or equivalent relevant call center years of experience preferred. - One to two (1-2) years of experience in customer services, quality, and or auditing experience. - Able to pass a typing test with at least 40 WPM. - Bilingual Requirement: Spanish and English. - Excellent written and verbal communication skills. - Ability to thrive in a fast-paced environment and meet assigned deadlines. - Excellent organizational skills, accuracy, and attention to detail. - Ability to operate both independently and collaboratively as required. - Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook. Requirements - This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements. - Employees must have access to a modern personal computer that meets the following minimum standards: - PC or Mac desktop or laptop, manufactured within the last five (5) years. - Supported operating system: Windows-based devices must run the latest version of Windows; Apple devices must run the latest version of macOS. - Ability to install and run required secure remote-access applications. - Minimum system capability: Processor: 3.0 GHz or faster; Memory: At least 8 GB RAM; Storage: Sufficient free disk space to support required applications; Display: Minimum screen resolution of 800 x 600. - Reliable high-speed internet connection with minimum speeds of: - 25 Mbps download. - 10 Mbps upload. - Stable connection suitable for voice and system-based work; Wired Ethernet connection preferred. - Private, quiet workspace that supports confidential conversations and HIPAA compliance. - Device must have up-to-date antivirus and security protections. - Operating systems must be configured to receive automatic updates. - Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication. - Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. Benefits - After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: - Monitors. - Office chairs. - Desktop or laptop computers. - Webcams or cameras. - Battery backup or surge protection equipment. - This reimbursement is not provided upfront; eligibility is subject to company policy, documentation, and approval. - The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation. - Reimbursement availability may change based on business or policy needs. Physical Requirements - Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: - Standing – Duration of up to 6 hours a day. - Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. - Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. - Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. - Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. - Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) - Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. - Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. - Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job. Salary Range $35,000.00 - $40,000.00/year