Chicago, United States
over 1 year ago
Resource Planning Associate Representative
Alegis Care offers direct patient care through our Chronic Care Management Program (CCM), Chronic Care Program (CCP), and Primary Care Medicine (PCM). The programs aim to reduce readmissions, hospitalizations, and ER visits for members. The primary role of a CCM/CCP/PCM Enrollment Coordinator is to manage and process incoming referrals from clients, outreach to referred members, educate potential clients and members about the services offered, and provide a quick and easy intake process over the phone. The CCM/CCP/PCM Enrollment Coordinators deliver a consistent customer experience by following all quality assurance guidelines and implementing customer-centric actions with every call.
Manage incoming referrals via e-mail, fax, phone Place a high outbound call volume daily to potential members and answer inbound calls routed to the department General administrative support including, but not limited to: program enrollment tracking, management of spreadsheets or other tools that support outreach tracking, data entry, creating templates, forms, mailing brochures or informational packets as requested by clients or members, sending clinical documentation to clients as need Educating potential members and clients about the offered programs Run assigned reports through NextGen EPM and EHR Perform screening questions and assist providers in determining clinical eligibility for the program; communicate physical symptoms verbalized by members to the provider; obtain patient history when necessary Create and/or update electronic medical records, maintain complete accurate documentation in the EHR, task or send messages to the provider as needed Assign members to an appropriate provider and schedule first time appointments Communicate with clients and providers about referral status and placement Close and frequent collaboration with team members, clients, external case managers, schedulers, providers, and supervisors to ensure quality service is delivered Promote a positive customer service approach in all internal and external customer experiences by demonstrating courtesy behaviors and focusing on patient satisfaction Patient information is consistently maintained in a private and secure manner, complying with HIPAA Guidelines at all times Take ownership and accountability for responding to patient questions, concerns, or complaints Consistently seek assistance to help the member or client if you are unable to resolve on your own
Other duties as assigned