GPS Customer Service Agent

** APPLICANTS MUST HAVE LIVED, WORKED in the US, or are a member of the Interexchange work Program**

**APPLICANTS MUST FLUENTLY SPEAK THE ENGLISH LANGUAGE**

** APPLICANTS MUST BE ABLE TO WORK NIGHT SHIFT (Philippines Time zone)**

Answer the Questions to see if you are a good fit for this position.

1. Do you live, or have you ever lived in the US?

2. Have you ever worked physically in the US?

3. Are you now or have you ever been a part of the Interexchange work program?

If you have answered YES to at least 1 of these questions, we welcome you to apply 

Brief Description:

As a GPS Advisor, you will join a team of home help care advocates for medically impaired patients and clients. A GPS advisor partners with patients and caregivers to provide streamlined assistance to the program approval process. These services may include education, applicant processing, case management, and billing of available care assistance programs offered through local government affiliations.

As a GPS Advisor, you can be assigned to do any of the following tasks:

1) Manage the registration process of patients or clients as they enter a health care program or facility for medical services;

2) Gather patient records, intake of medical history, and obtain insurance information from the patient; 3) Complete comprehensive clinical evaluations, assessments, and document care plans in all domains including social determinants of health, psycho-social, financial, and medications, coordinating and monitoring all services needed with a focus on providing state regulations and education;

4) Ensuring continuity of care through interaction and teamwork with the In-patient Case/Caregivers, managing the transition of care staff, medical office staff, social workers, vendors, and others;

5) Educate Providers, members, and caregivers and the promotion of quality care and a high level of member and/or caregiver satisfaction

Duties & Responsibilities:

Below are, but not all, the duties, and responsibilities that you will encounter as a GPS Advisor.

• Helps customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment. This is done by identifying and providing services and solutions to their questions regarding account information, eligibility, billing, and personnel changes.

• Act as a liaison between customers and management, inpatient facilit,ies and referral facilities/agencies.

• Provide case management to patients referred, serving as an advocate for patients and families. Coordinates transfer of patients to appropriate facilities; maintains and provides required documentation. Builds highly effective working relationships with physicians, vendors, and other departments within the home help care plan.

• Ability to resolve multifaceted issues that may require extensive research and complex decision-making skills.

• Digitally completing and processing forms, verifying medical benefits and managing the coordination of clients' appointments.

• Conduct, Schedule, and educate customers on the case process for approval.

• Prepares detailed evaluation reports, as per account guidelines, and case notes documenting each phase of activity as it is completed.

• Reports billing hours in accordance with case activity and billing practices.

• Maintains phone contact with all parties involved to monitor, update, and advance the vocational rehabilitation and to ensure that the case progresses.

• Adherence to your shift schedule and availability for calls, meetings, and training.

• Participate and contribute to related Customer Service, Marketing, and other projects as assigned

Qualifications and Requirements

• Proficient in the English language (Reading, Speaking & Writing)

• High school diploma or GED

• Demonstrated advanced communication and interpersonal skills with all levels of internal & external customers, including but not limited to medical staff, patients and families, clinical personnel, support and technical staff, outside agencies, and members of the community.

• 1+ years of customer service experience required (call center, hospitality, or banking environment, medical office administration preferred).

• Research, define and understand customer concerns/issues, follow-up, and collect data while considering viable solutions

• Ability to collaborate effectively with a multidisciplinary healthcare team.

• Excellent time management skills with the ability to work successfully in a fast-paced environment. Must be self-directed and can tolerate frequent interruptions and a demanding workload.

• Proficient in Windows-based computer programs with excellent navigation skills. Must be skilled to use or able to learn Microsoft Office, One Drive, Trello, Calendly, Foxit

• You have demonstrated strong communication and customer service skills, problem-solving, critical thinking, & clinical judgment abilities.

• Ability to pass a state background check

To work from home, you must have:

• Dedicated, uninterrupted, and quiet space to work

• High-speed home internet (internet testing will be required during the interview process to confirm minimum internet speed requirement is met)

• Smartphone: app used for verification

Competencies (In order of Importance)

• Attention to detail – job requires being careful about detail and thorough in completing the task

• Integrity – The job requires being honest and ethical

• Dependability – The job requires being reliable, responsible, and dependable, and fulfilling obligations

• Stress Tolerance – The job requires accepting criticism and dealing calmly and effectively with high-stress situations

• Achievement/Effort – The job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks

• Cooperation – The job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

Salary: $700 USD (Monthly) + $300 bonus potential

Performance-based bonuses after a 90-day probationary period