About this role
Job Purpose:
The purpose of this position is to positively contribute to HealthWell’s efforts to meet its mission. Specifically, persons in the position support the Grant Support Department through income document review processing and red flag task case processing. Additionally, persons in this position fully staff the inbound Income Queue, assisting callers with income-related call inquiries.
Learner Level 1:
Employees who are new or learning the elements of a job. Onboarding for position and department has been completed and the employee demonstrates the metrics level of Meets Expectations consistently.
Duties and Responsibilities
- Maintain working knowledge of Foundation guidelines, SOPs, FAQs, funds, and disease state being referenced and appropriately use the secured Grants Management System.
- Process income document review and red flag related cases.
- Place outbound calls to resolve processing questions.
- Answer inbound calls received through Foundation hotline.
- Provide superior customer service support to patients, caregivers, health care professionals, consumers, and payers contacting the Foundation.
- Work on ad hoc projects as requested.
- Other duties as assigned.
Key Technical Skills and Knowledge:
- Ability to adhere to corporate compliance expectations and demonstrate the values of quality, integrity, innovation, accountability, collaboration, and leadership.
- Proficient in applicable computer software, i.e., Microsoft Office Suite, Salesforce, Vonage.
Qualification Requirements:
- Demonstrated ability to manage time and prioritize tasks.
- Proficiency with navigating the SharePoint Knowledge Base.
- Thorough knowledge of company and department-specific policies and procedures.
- Excellent written and verbal communication skills to effectively relay information.
- Strong critical thinking skills to help solve problems and make decisions.
- Attention to small details that could impact results.
- General knowledge of business operations, objectives, strategies, processes, and information flow.
- Outstanding customer service, communication, and interpersonal skills.
- Ability to work independently and exercise sound judgment with regards to issue escalation.
- Handles confidential information and/or issues using discretion and judgment, i.e., ensures a secure environment that protects company data and client/coworker privacy from unauthorized viewing or listening.
- Maintains a dedicated, private home-office environment free of distractions and disruptions.
Preferred Competencies:
- Two years of experience within a Call Center and/or healthcare related setting.
- Experience utilizing call center telephony technology.
- Adapts quickly and successfully to accommodate changing program needs; prepares for change and helps others to adapt.
- Demonstrates a constructive, professional, and positive outlook.
- Ability to maintain a flexible approach to job duties and schedule.