PRN Member Support Center (MSC) Representative
Crossover Health
About Crossover Health
Crossover Health is creating the future of health as it should be. A national, team-based medical group with a focus on wellbeing and prevention that extends beyond traditional sick care, the company delivers an entirely new model of healthcare—Primary Health—built on the foundation of trusted relationships, an interdisciplinary care team approach, and outcomes-based payment. Crossover’s Primary Health model integrates primary care, physical medicine, mental health, health coaching, care navigation and more, and delivers care in surround-sound—in-person, virtually and via asynchronous messaging. Together we are building a community of members that embraces healthcare as a proactive part of their lifestyle.
Job Summary
Process inbound and outbound calls with the highest level of professionalism
Demonstrates a commitment to quality, delivering uncompromised customer service
Works directly with members, assisting them with scheduling appointments, answering questions, navigating urgent requests or needs, and connecting members with their clinical care team
Familiar and comfortable with navigating Electronic Medical Records (EMR) platforms, spreadsheet reporting, and instant messaging platforms
Familiar with Call Center Softphone systems and set up
Execute reflective listening skills to confirm members appointments
Responds to voicemails in a timely manner and processes according to members request
Achieve Member Support Center PG’s and KPI’s (i.e. Answering calls within 30 seconds 80% of the time, abandoned rates 8% or less, achieves overall call audit rating by 80%, call wait times are 30 seconds or less)
Maintains the correct Dashboard status appropriations
Engage in building cross-functional relationships with other clinical teams and departments
Assists with assigned projects and special provider or patient requests.
Become familiar and an expert as it relates to benefit eligibility, employer-sponsored health plans, including copays, co-insurance, and related benefit specific requirements and services
Collaborates with the team and other clinical staff throughout Crossover to deliver an exceptional member experience and identify areas for improvement
Knowledge of HIPAA regulations, Code Orange and incident reporting, and managing the release of Protected Health Information
Performs other duties as assigned
Required Qualifications
Excellent Phone Etiquette
3 years of experience working in a call center or customer service environment
Experience with multitasking, issue resolution, and conflict management
Proficient computer skills and familiarity with Apple products (Mac), ChromeOS, or client-branded Windows products such as Microsoft or HP.
Must be able to work in office during assigned shifts, including working a hybrid schedule if assigned
Preferred Qualifications
Excellent interpersonal skills and the ability to work effectively in a highly collaborative call center environment
Proven organizational skills
High level of ownership, accountability, and initiative
Experience in a health care service delivery environment
Physical Job Requirements
Requires sitting and standing for prolonged periods of time
Occasionally required to lift and carry items weighing up to 50 lbs
Manual and finger dexterity and hand-eye coordination
Requires corrected vision, hearing and speech within normal ranges
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Crossover Health is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or an accommodation due to a disability, you may email us at careers@crossoverhealth.com.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
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