Member Advocate-Wi

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LOCATION:

ON-SITE in the State of Wisconsin

POSITION CONTINGENT UPON AWARD OF CONTRACT

SUMMARY:

Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction.

ESSENTIAL FUNCTIONS:

• Answers phones for Medicaid eligible requests for non-emergency discharges, ride requests, and dispatch estimated time of arrivals.
• Places orders incomputersystem.
• Provides information for provider, along with projected service times.
• Transfers calls to appropriate regional team members.
• Identifies, researches, and resolves issues using the computer system.
• Completes call logs and reports.
• Organizes, plans,andoptimizesdaily trip route assignments in a cost effective and efficient manner.
• Provides support to other company departments and officesregardingtripassignment.
• Ensures short- and long-range planning is performed toidentifytrips that require eligibility verification.
• Answers telephones,handles calls, routes toappropriateindividual or takes messages. Ensures customers,vendors and employees are handled in a professional and courteous manner.
• Follows company policies and procedures
• Performs other duties as assigned.

REQUIRED

SKILLS AND ABILITIES

• Previous member advocate experience.
• Ability to read andcomprehendsimple instructions, short correspondence, and memos.
• Ability to analyze schedules and assign resources appropriately,efficiently and cost effectively.
• Mustpossessgood organizational skills, attention to detail, and ability to focus on assigned tasks.
• Must be able to work collaboratively with internal departments and external facilities/providers todeterminebest practices for ongoing quality satisfaction.
• Computer literate with the ability to learn customer service software applications.
• Work requires willingness toworka flexible schedule.