Facility Customer Care Agent

Customer Service Representative

With the nation's largest home infusion provider, there is no limit to the growth of your career.

Option Care Health, Inc. is the largest independent home and alternate site infusion services provider in the United States. With over 8,000 team members including 5,000 clinicians, we work compassionately to elevate standards of care for patients with acute and chronic conditions in all 50 states. Through our clinical leadership, expertise and national scale, Option Care Health is re-imagining the infusion care experience for patients, customers and team members.

Join a company that is taking action to develop an inclusive, respectful, engaging and rewarding culture for all team members. At Option Care Health your voice is heard, your work is valued, and you're empowered to grow. Cultivating a team with a variety of talents, backgrounds and perspectives makes us stronger, innovative, and more impactful. Our organization requires extraordinary people to provide extraordinary care, so we are investing in a culture that attracts, hires and retains the best and brightest talent in healthcare.

Job Description Summary:

The Customer Service Representative (CSR) role provides 24 hour a day support to many of our pharmacy and ambulatory infusion suite locations across the country. The CSR triages urgent clinical calls from patients, caregivers and referral sources to the appropriate on-call clinicians and pharmacy staff to ensure an exceptional level of care and service outcomes with efficiency. Additional follow-up calls may be necessary until the caller's need is resolved. Calls are documented thoroughly and accurately in the electronic medical record to capture the reason for the call and the escalation path followed to assist the caller. We believe every caller is to be provided with consistent, high quality care during every interaction. Additionally, the CSR provides support for the data-entry and management of new referrals for several locations to ensure timely responses to referral sources and efficient communication to the local Patient Registration teams. This is a work-from-home (remote) position.

Job Description:

Job Responsibilities:

• Supports after-hours calls to triage urgent clinical needs of patients, caregivers, and referral sources.
• Supports several local Patient Registration teams on new patient referrals, helping to ensure the accuracy of information collected.
• Works efficiently to meet standardized performance metrics for calls and referrals.
• Communicates coordination of care information with team members, patients/caregivers, referral sources and home health agencies.
• Provides quality customer service during all caller and workplace interactions.
• Maintains organized file system for document tracking and patient management/follow up.
• Ensures compliance with any applicable State and/or Federal laws, accrediting requirements and company policies.
• Maintains confidentiality of patient information.
• Works independently on other projects as assigned.
• Completes Company mandated and position specific training assignments timely and according to policy.
• Performs other duties as assigned.

Supervisory Responsibilities:

• Does this position have supervisory responsibilities?
• NO.
• (i.e. hiring, recommending/approving promotions and pay increases, scheduling, performance reviews, discipline, etc.)

Basic Education And/Or Experience Requirements:

• High school graduate or GED required
• At least one year of previous call center experience.
• Proficiency with Microsoft Office Suite and keyboarding skills.

Basic Qualifications:

• Strong interpersonal and communication skills. Ability to work cooperatively and effectively with branch departments and department team members.
• Ability to promote a compassionate, caring, customer service oriented culture by operating in a professional and collaborative fashion.
• Knowledge of computerized information systems.
• Dedicated workspace that is quiet and free of distractions where patient information and calls may be kept secure and private.
• Language Skills: Ability to read, analyze and interpret information appropriate to duties and responsibilities assigned. Ability to operate information systems, follow policy, complete required forms, and prepare reports. Ability to effectively present information and respond to questions from referral sources, managers, patients, employees, payers and the general public.
• Mathematical Skills: Ability to calculate figures and amounts such as supply quantities.
• Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.

Travel Requirements:

N/A

Preferred Qualifications:

• Associate's or Bachelor's Degree preferred.
• Three years of related healthcare experience preferred.

Due to state pay transparency laws, the full range for the position is below:

Salary to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Pay Range is $16.66-$27.75

Benefits:

• -Medical, Dental, & Vision Insurance
• -Paid Time off
• -Bonding Time Off
• -401K Retirement Savings Plan with Company Match
• -HSA Company Match
• -Flexible Spending Accounts
• -Tuition Reimbursement
• -myFlexPay
• -Family Support
• -Mental Health Services
• -Company Paid Life Insurance
• -Award/Recognition Programs
• Option Care Health subscribes to a policy of equal employment opportunity, making employment available without regard to race, color, religion, national origin, citizenship status according to the Immigration Reform and Control Act of 1986, sex, sexual orientation, gender identity, age, disability, veteran status, or genetic information.