Medical Service Representative

The SironaHealth Medical Service Representative (MSR) Experience

SironaHealth prides itself on hiring the absolute best Medical Service Representatives (MSRs). As such, SironaHealth provides a competitive benefits package along with a highly energetic and fun-filled atmosphere. We offer a dynamic work environment focused on providing reliable and high quality healthcare services to a broad customer base.

Medical Service Representative (MSR)

This is an entry level customer service representative position responsible for professionally responding to telephone inquiries from callers as they relate to health services our customers provide. SironaHealth's Medical Service Representatives, (MSRs), are responsible for solving problems and educating callers about our customers’ health programs and procedures. Also responsible for documenting all customer interactions in the appropriate computer system. This is an entry-level position and these Medical Service Representatives work out of our call center in Portland, Maine or Dallas, Texas. This position is part of a 24-hour call center environment and sometimes requires evenings, nights, and weekend hours.

We prefer to hire individuals who have excellent verbal and written communication skills, organizational skills, and the ability to handle multiple tasks.

Responsibilities:

  • Promptly answers, screens, and processes medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
  • Provides information on SironaHealth’s customers’ programs, policies, and procedures.
  • Collects and enters patient intake information into the appropriate medical service software system to initiate the transaction. Documentation is to be concise, thorough, and accurate.
  • Refers patients to the SironaHealth’s nursing team for triage and medical advice.
  • Responds to Crisis/Red Flag calls and refer to nursing staff until resolution.
  • Utilizes automated (or if unavailable, manually) computer software to schedule appointments, take messages for physician visits and services, and effectively communicates such information to the appropriate party per established protocols or rules of client.
  • Participates in internal and external educational opportunities relevant to the call center or customer service environment. Attends or reviews 100% of team meetings annually.
  • Responds to irate callers in a professional manner.
  • Meets outlined SironaHealth Q Care benchmarks and/or quality indicators as monitored through audits or recordings.
  • Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
  • Other duties and special projects that are assigned by management.

Service Delivery Expectations:

  • Customer service oriented.
  • Meets SironaHealth’s Service standards in all categories on a monthly basis.
  • Team player.
  • Meets the expectations of our internal and external customers in providing excellent service.
  • Demonstrates positive customer relationship skills with all telephone encounters.
  • Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
  • Willingly performs other duties or tasks as assigned and handles multiple tasks effectively and efficiently.
  • Promotes sense of pride in call center and positive interpersonal relations among all team members.
  • Exhibits commitment to effective problem solving techniques when issues arise.
  • Continuously acts to maintain a safe, clean, healthy, and fun work environment consistent with SironaHealth’s professional patient/caller service, vision, values, and endeavors.
  • Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.
  • Demonstrates effective problem solving skills

Basic Minimum Qualifications:

  • Candidate must live in the South Portland, Maine region and be able to work from SironaHealth's call center.
  • High School Diploma (or the equivalent).
  • 1 year experience in a customer service environment.
  • Basic computer skills that include a combination of experience in a Windows Operating System, e-mail, and data entry experience.
  • At least six months' phone experience in a previous job or volunteer position.
SironaHealth Inc. holds the right to alter any and all information provided in the above description at anytime without notice.