Responsibilities
Program Coordination & Member Support
- Manage intake, navigation services, and administrative support for the Virtual Physical Therapy and Fall Prevention program.
- Handle incoming calls, greeting members professionally and providing program information in a welcoming manner.
- Assess member eligibility for programs based on defined criteria.
- Collect accurate member details and record them in electronic systems, including completing triage surveys.
- Schedule and reschedule appointments while considering state-specific licensure requirements and time zone preferences.
- Coordinate pre-visit requirements, including cost share or payment collection when applicable.
- Review with members the necessary setup for successful virtual sessions (equipment, secure internet, etc.) and provide technical support as needed.
- Ensure timely call handling, follow-ups, and documentation of all interactions.
- Maintain complete, confidential, and up-to-date records of member interactions.
- Uphold strict confidentiality standards in handling member information.
- Support a safe, compliant, and healthy work environment by following company policies and legal requirements.
- Participate actively in meetings to support teamwork and departmental alignment.
Administrative & Recruitment Support
- Manage shared inboxes and upload candidate documents to shared drives for review.
- Coordinate screenings, exams, and interview scheduling for Physical Therapist candidates, considering leadership availability.
- Collect and process licensing and certification documents for newly hired Physical Therapists.
- Perform additional administrative tasks as assigned to support the program and HR needs.
- Ensure compliance with all company standards, policies, and procedures.
Qualifications
- High School Diploma or GED required.
- Minimum 1 year of experience in a Call Center or Customer Service role, preferably within Healthcare or Managed Care.
- At least 3 years of general office experience, including administrative support and project coordination.
- Strong computer proficiency, including MS Outlook, Word, Excel, and SharePoint.