PC3 Customer Service Rep

Health Net, Inc. is a publicly traded managed care organization that delivers managed health care services through health plans and government-sponsored managed care plans. Its mission is to help people be healthy, secure and comfortable.

The PC3 (Patient Centered Community Care) Customer Service Representative receives requests from the Veteran's Administration and then contacts the patient to determine the patient's needs in order to set an appointment. The Representative locates a provider, sets the appointment, confirms the appointment occurred, and sets follow up appointments. The Representative collects the medical notes from the provider and sends them to the VA.

- Demonstrates regular, reliable and predictable attendance. - Answers calls, schedules and cancels patient appointments. - Provides provider locator services. - Calls patient to verify appointment. - Schedules any necessary follow up appointments. - Calls patient to confirm appointment was attended. - Reviews computerized appointment templates to determine the availability of appointment types and slots. - Identifies, analyzes and resolves a variety of scheduling issues. - Documents transactions in appropriate medical management systems. - Writes responses to inquiries. - Contacts medical provider offices by telephone, collects medical notes and forwards to VA. - Additional duties as required.

**Education** * High School Diploma or GED required **Certification/Licensure Required** * N/A **Government Clearance & US Citizenship Requirement** * This position requires U. S. citizenship and proof of favorable adjudication following submission of Department of Defense form SF86 or higher security **Experience Required** * Previous customer service experience preferred * Minimum one year experience in a medical setting or customer service environment * Experience with computers, including word processing * Any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position. **Knowledge, Skills & Abilities** * Knowledge of medical terminology preferred * Excellent communication, telephone, organizational, problem solving skills * Strong PC skills including MS Word and Excel, and Lotus Notes * Ability to accurately type 35 wpm **Working Conditions** - The following section describes the general physical requirements for this position. Please note that constant refers to more than 81% of time; significant refers to 40-80%; and moderate refers to 20-40% of the time. - Operates personal computers, printers, facsimile, telephones, copy machines and other commonly used office accessories/equipment. - Exposed to confidential information and expected to maintain confidentiality at all times; must adhere to HIPAA rules and regulations. - May be required to work outside of normally scheduled hours as mandated by the client, project and/or workload (e.g. evenings, weekends, and/or holidays). - May be required to maintain established work pace, meet deadlines; may have last minute urgent requests. - Physical activity may include: twisting, reaching, kneeling, bending, stooping, squatting, crawling, grasping, grabbing, pushing, pulling, repetitive motion, climbing, etc. - Required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned. - Required to have hearing ability to receive detailed information through oral communication. - Required to have speaking ability to express or exchange ideas. - Constant concentration may be required on various subjects by listening, reading and thinking clearly. - Interaction with others may be required. May need to listen, think, and speak in order to interact with others. Business interactions and behavior between coworkers and/or external customers are required. This may require face-to-face or telephone interactions. - Thinking at work may include listening, learning, analyzing, evaluating, and the ability to interpret what is seen and/or heard, or to link information from one issue to the next. - Constant computer usage including typing and/or eye strain. - Constant repetitive arm, wrist, hand and finger motions -- making repetitive movements (e.g. key boarding, filing, data entry). - Constant phone usage; headsets may be required. - Significant amount of time spent working in a loud office environment with frequent interruptions/distractions. - Constant sedentary work (desk bound or seated). - Constant reading is required via computer screen and/or bound printed materials.