Member Advocate I: Hoag Clinic Engagement Service

Primary Duties and Responsibilities
The Customer Service Specialist serves our patients, members, and providers. Responsible for answering phone calls and scheduling patient appointments. Triages phone calls as necessary. May conduct patient/member pre-certification to ensure coverage for appointments and medical care. With the assistance of data and technology, they function as a liaison and ensures a high value and personalized experience.
Hoag Clinic: Member Advocate I: Addresses inbound and outbound communications across multiple communication channels (e.g., telephone, email, patient portal). Accurately collects and documents information. Adheres to designated protocols, including protocol for recognition of issues that may require immediate clinical assessment or action.
Revenue Cycle: CPS Specialist: The Customer Service Specialist plays a vital role in supporting patients, healthcare providers, and internal departments. This position is responsible for managing both inbound and outbound communications across multiple channels, including telephone, email, and patient portals. The role involves handling high volumes of phone calls with professionalism and efficiency, accurately obtaining, documenting, and relaying information, and ensuring timely and effective communication to facilitate seamless patient care and operational support.
HOI: The Hoag Orthopedic Institute Customer Service role is centered on delivering exceptional service to patients and prospective patients through phone, email, and chat. Responsibilities include providing physician referral information with a warm handoff to the physician’s office, registering patients for educational classes, answering general inquiries, addressing concerns, or escalating them as needed, and ensuring timely follow-up for email and website submissions. They will work with HOI’s patient access team to assist patients with the registration process, as needed.
Education and Experience
Required:
High School Diploma or equivalent
1-3 years of customer service experience
Preferred:
Call Center Environment Experience
Familiarity with medical terminology
Experience with Radiology scheduling
License Required
N/A
License Preferred
N/A
Certifications Required
N/A
Certifications Preferred
N/A

Skills
Patient Care