Offer summary

Qualifications:

High school diploma with at least 5 years of healthcare administrative experience or an Associate's degree with at least 3 years of experience., Conversant with medical terminology., Proficient in computer and database management skills., Excellent written and verbal communication skills..

Key responsibilities:

Provide support through multiple telecom channels including phone, email, text/chat, fax, and CRM portals.

Interpret inbound documentation and communication from payors, vendors, clients, and patients to triage and assign to appropriate files.

Answer inbound calls and transfer to appropriate departments while resolving inquiries efficiently.

Complete inbound patient enrollment and maintain KPI expectations with quality assurance metrics.

Job description

The Support Associate II position provides advanced administrative support for the program teams to include data entry, front line inbound and outbound communication, document management and other clerical tasks as needed. Strong communication, organization, and time management skills required.

** This is a fully remote position that will support work hours of 8AM - 5PM in the Pacific Time Zone. **

Core Duties/Responsibilities:

Provide exceptional support delivered via multiple telecom channels including various phone queues, email inboxes, text/chat platforms, fax, and CRM portals.
Interprets inbound documentation and communication from payors, vendors, clients, and patients to triage and assign to appropriate patient file(s).
Responsible for answering inbound phone calls from various phone queues and warm transfers to the appropriate department/team member when necessary. Seeks to provide quick and accurate caller resolution to limit excessive call transfers and interdepartmental inquiries.
Complete inbound patient enrollment via phone, fax, text/chat, email, and web portal.
Maintains KPI expectations in adherence with routine auditing and quality assurance metrics.
Verification of patient benefit eligibility may be required.
Special project support as necessary.

Skills / Requirements:

Strong written and verbal communication skills.
High-level abilities to manage priorities and excellent time management skills required.
Strong organizational skills, attention to detail, and effective task management while responding productively to changing priorities.
Remains calm and objective in emotional or stressful situations.
Learns quickly and applies innovative methods, tools, and technology to the role.
High level of self-accountability for compliance with policies, procedures, and work requirements.
Ability to make solid routine decisions with coaching from others.
Learns the key drivers of the organization’s business and implements knowledge in day-to- day work.
Maintains tenacity and work focus despite obstacles or setbacks and is comfortable dealing with first-time or unusual challenges.
Ability to toggle between multiple programs and systems to support varied clients and product types.
Abide by HIPAA guidelines while ensuring confidentiality of PHI.
Ability to monitor incoming requests received through various means.
Able to work in high volume and fast paced environment.
Retrieve, research and resolve specific customer emails and service requests.
Maintain departmental call volume to include inbound and outbound calls.
Assist other programs and team members when required or requested to meet business needs.

Education, Certifications and Experience:

High school diploma with at least 5 years of patient-facing, healthcare administrative experience or Associate's degree with at least 3 years of patient-facing, healthcare administrative experience.
Conversant with medical terminology.
Computer and database management skills to efficiently and effectively manage proprietary electronic systems.
Interpersonal and communication skills to effectively deal with a variety of people, including client representatives, physicians, hospital leaders, nursing staff, patients, and family members.
General clerical skills

Physical Requirements:

As a remote-forward organization, this position operates in a professional office environment and teleworking from the employee’s home address listed in their employment file.
Prolonged periods of sitting at a desk and working on a computer
Keyboarding
Speaking
Must be able to lift up to 15 pounds at times
Flexibility of working hours to support activities in the Pacific Time Zone

Our PRO-spectus Culture Philosophy:

At PRO-spectus we have created a culture that is supportive, dedicated, and teamwork driven. We celebrate each other’s joys in personal life and professional accomplishments, promoting meaningful relationships and friendships.

Our employees bring strength of mind and spirit to make the extraordinary happen every day. With humility and compassion at our core, PRO-spectus is proud of our relentless focus towards the higher purpose of improving the lives of patients we support.

We recognize it takes a lot of people working together with a common goal to make spectacular happen, and we never forget that at the heart of our company are the people who make it work.

PRO-spectus is an Equal Opportunity / Affirmative Action employer. All qualified individuals will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, protected veteran status, marital status or other protected status under federal, state or local laws.

At PRO-spectus, we are deeply committed to pay transparency and equity. The salary range for this position is $26 - 33 per hour, based on experience and qualifications, with the final offer reflecting skills and other job-related factors. Beyond competitive pay, we offer a comprehensive and generous benefits package designed to support your well-being and work-life balance.

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