Call Center Representative

About the role

tango is a leader in the home health management industry, delivering innovative, home-based, post-acute solutions through proprietary technology and proven processes. We partner with health plans to provide a comprehensive suite of products and services designed to manage the total cost of care. As a Call Center Representative, you will act as a liaison to facilitate communication between referral sources, patients, healthcare agencies, and tango, providing excellent customer service and detailed information while ensuring compliance with applicable laws and regulations.

Office Location: Remote

Responsibilities

• Develop and maintain a working knowledge of current products and services offered by the company.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• Answer busy phone lines and identify calls to be transferred.
• Forward voicemails left on the company line to the appropriate department.
• Assist the administrative team with processing faxes or emails and data entry into our in-house software.
• Communicate professionally with different departments to assist patients and healthcare providers with our referral process.
• Ensure an even distribution of work to the Intake department.
• Comply with company, state, and federal healthcare guidelines.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Call patients for follow-up, obtain additional information, and notify them of outcomes and statuses.
• Ensure customer satisfaction and assist them with issues/concerns related to their health.
• Evaluate and determine caller needs, provide resolution, track, and follow up as necessary.
• Perform additional responsibilities as assigned by a supervisor.

Requirements

• Must be at least 18 years of age.
• High School Diploma or GED; some college preferred.
• Basic computer knowledge and experience, including Microsoft Word, Excel, and typing skills.
• Minimum 1 year of outbound/inbound calling experience in a call center, medical office/clinic, or institutional setting is preferred.
• Ability to convey a positive and professional image to customers and employees.
• Capable of following an issue through to its conclusion.
• Home care/healthcare background is a plus but not required.
• Must be able to work in a fast-paced medical call center managing large volumes of inbound/outbound calls while maintaining attention to detail.
• Customer service-oriented with strong oral and written communication skills.
• Self-directed, flexible, cooperative, and able to work with minimal supervision.
• Detail-oriented with strong organizational skills.
• Flexible and willing to work weekends and holidays.
• Highly self-motivated and able to work with minimal supervision.

Skills

• Ability to multitask in a fast-paced work environment.
• Ability to remain calm under pressure and manage stressful situations.
• Excellent and professional customer service skills with a positive, patient, and friendly attitude.
• Ability to maintain a high level of confidentiality and remain HIPAA compliant.
• Highly productive and detailed organizational skills/habits.
• Active listening and problem-solving with cooperation, assertiveness, and flexibility for positive outcomes.
• Strong, professional written and oral communication skills for in-person, telephonic, and electronic use.