Patient Care Agent

Description

Position Summary: Customer service professional responsible for addressing user, patient, and client requirements, and auditing interactions to enhance service quality. Key Highlights: 1. Comprehensive patient and user care and support. 2. Management and scheduling of oxygen and apnea services. 3. Audits and feedback for service improvement. **How will you CONTRIBUTE and GROW?** ------------------------------------- Attend to users and/or patients through any of our channels (telephone, email, or in person) to promptly resolve their requests and those required by clients, thereby increasing satisfaction and service quality. Conduct staff training and audits on interactions with users and on work tools; follow up and provide feedback to staff to improve service quality. * Provide patient care and support to address their needs, requests, questions, and suggestions regarding the product and/or service. * Carry out patient and user care processes in accordance with established care and safety protocols. * Schedule oxygen and/or apnea services, update patient data in the system, and resolve any concerns arising from or related to service scheduling. * Create new patients in the CRM and other applications upon initial contact with the patient or entity via telephone, in person, or email to ensure timely and efficient service delivery. * Validate authorizations submitted by the patient or entity and entered into the CRM system, and notify the entity or patient if inconsistencies arise, so they may be corrected. * Respond promptly to emails sent by patients and/or users. * Categorize and route all calls and/or interactions to enable the patient to complete the satisfaction survey. * Contact patients, family members, or entities to verify and confirm required data prior to creating the patient record in the CRM. Similarly, handle patient inquiries—by telephone (ISSABEL application) or in person—regarding service requests, documentation, petitions, complaints, and claims, to provide prompt resolution. * Renew service authorizations by verifying account status and health entity orders in the CRM to ensure continuity of patient services. * Schedule, reschedule, and confirm appointments according to the patient’s request. * Scan service orders (referrals) and send them to the equipment management assistant for asset control and to support authorizations for billing and medical accounts management. * Record equipment and disposable inventory at the site to ensure asset traceability and prevent loss. * Collect moderate fees and/or co-payments, register payments in the CRM, and deposit funds to ensure timely revenue collection. * Assist agents with requests, questions, and suggestions regarding the product and/or service to ensure prompt responses to patients. * Plan and conduct audits of calls and/or patient and client interactions to improve our service quality. * Monitor services created and authorizations loaded into the CRM. **__________________________________** ------------------------------------------ **Are you a MATCH?** -------------------- **Education:** Associate degree in Health Administration or related field; Technical degree in Nursing Assistant or other healthcare-related disciplines. **Experience:** Three years of experience in the healthcare sector and customer service, including knowledge of care protocols and handling reports or performance indicators. **Our Differences make our Performance** At Air Liquide, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.