Managed Services Agent – Healthcare (Day Shift)

The Opportunity

Access TeleCare is seeking a Day Shift Managed Services Agent to perform multi‐channel emergency and routine consultation assignment for multiple service lines. The company’s Clinical Support team is dedicated to accelerating patient care. The Managed Service Agent is responsible for receiving and prioritizing emergency and routine consultations across multiple service lines and specialties.

What You’ll Do

Proficient in Managed Services functions and maintains an adept knowledge of all processes and procedures
Effectively and efficiently manage incoming consultations workflows processes
Effectively and efficiently manage the patient rounding workflow daily
Interacts with clinical and operational teams to prioritize and assign requesting emergency/ non‐emergency consultations for multiple services lines
Uses established and approved protocols, workflows, and the computer‐aided dispatch system to evaluate the situation and take the appropriate actions. Test readiness of computer, cameras, and other related communications equipment
Monitors and maintains queues to quickly prioritize and assign consultations to meet or exceed response time expectations
Demonstrate service excellence in meeting and exceeding all metrics
Exhibit a high degree of professionalism at all times when interacting with the healthcare facilities, Physicians, co‐workers and supervisors
May be required to be on‐call, remain on duty after shift‐end and respond to emergency situations at any time
Performs all duties and responsibilities in a timely and effective manner in accordance with established company polices to achieve the overall objective of the Clinical Support team
Maintains a favorable, collaborative and professional working relationship with all departments to ensure efficient working environment to achieve company’s mission
Keeps immediate supervisor promptly and fully informed of all issues or concerns and takes prompt corrective action where necessary
Maintains a positive team spirit and fosters a positive organizational culture that aligns with the company values
Performs other responsibilities as requested

What You’ll Bring

High School Diploma, GED or Equivalent Certification Required
At least one year of experience working in a call center environment or healthcare or IT
Excellent communications skills (written and oral) as well as demonstrate the ability to work effectively across departments
Demonstrated proficiency with Microsoft office programs, communication, and collaboration tools in various operating systems
Ability to learn software and systems
Have excellent phone/customer service skills along with high attention to detail
Enthusiastic about being on the forefront of healthcare and impacting patient lives positivel