Description
Healthcare Account Executive
Location: Hybrid, Matawan, NJ
Entity: Alliance Health System
Reports To: Call Center Manager
Mission:
Our goal is to help patients, so they can spend less time in pain and more time doing the things they love. We take a multidisciplinary approach to treatment, understanding each patient is unique and therefore requires a personalized treatment plan. We work closely with our patients to create customized programs that align with their specific health and lifestyle goals.
Role:
The Healthcare Account Executive in the customer service call center plays a crucial role in scheduling appointments for healthcare customers based on their requests or leads. This position requires excellent customer service skills, attention to detail, and the ability to meet monthly appointment setting goals.
Key Responsibilities
Responsibilities:
- Serve as the primary point of contact for healthcare customers, including patients, healthcare providers, and insurance companies, via phone, email, or chat.
- Respond promptly and professionally to customer inquiries, concerns, and appointment requests, ensuring accuracy and efficiency in scheduling.
- Utilize lead information or customer requests to schedule appointments, adhering to established protocols and guidelines.
- Verify customer information, including demographics, insurance coverage, and medical history, to ensure accurate and appropriate appointment scheduling.
- Coordinate with healthcare providers and facilities to secure available appointment slots, taking into account patient preferences and provider availability.
- Provide accurate and up-to-date information to customers regarding appointment details, including date, time, location, and any special instructions.
- Document all customer interactions and appointment details accurately and comprehensively in the designated system.
- Meet or exceed monthly appointment setting goals, tracking performance metrics and taking necessary actions to ensure goal achievement.
- Follow established protocols, guidelines, and regulatory requirements, including HIPAA, to maintain compliance in handling customer information and appointment scheduling.
- Collaborate with internal teams, such as providers, nurses, and administrative staff, to facilitate smooth appointment scheduling processes and address any customer concerns or issues.
- Stay updated on healthcare industry trends, insurance plans, and appointment availability to provide accurate and relevant information to customers.
Requirements:
- High school diploma or equivalent. Bachelor's degree in healthcare administration or a related field is preferred.
- Proven experience in customer service, preferably in a call center environment, with a focus on appointment scheduling or healthcare-related industries.
- Strong knowledge of healthcare processes, medical terminology, insurance plans, and appointment scheduling procedures.
- Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically with customers.
- Proficient computer skills and experience using customer service software applications and scheduling systems.
- Strong attention to detail, with the ability to accurately record customer information and appointment details.
- Ability to handle a high volume of customer interactions and appointment scheduling in a fast-paced environment.
- Strong organizational and multitasking skills, with the ability to manage multiple appointment requests and prioritize effectively.
- Goal-oriented mindset, with a focus on meeting or exceeding monthly appointment setting targets.
- Ability to work independently and as part of a team, demonstrating strong collaboration and problem-solving skills.
- Flexibility to work various shifts, including evenings, weekends, and holidays, based on business needs.
- Experience in Salesforce preferred, not required
- Bilingual preferred
***Experience in healthcare preferred, not required***'
Benefits:
- Collaborative environment fostering continued growth in a multidisciplinary approach to medicine
- VERY competitive salary and a runway for professional growth
- Medical, Dental, and Vision Insurance
- Accrued paid time off, sick time, and six paid company holidays
- Retirement savings account with a percentage-based company match
Background Check Requirement: Employment is contingent upon the successful completion of a background check, which may include verification of employment history, education, criminal records, and other relevant information as permitted by law.