Call Center Representative (Remote)

Resonance CX Partners identifies and validates opportunities from customer-focused organizations to help experienced professionals find roles that align with their values. tango is a leader in home health management, 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.

About the role

The Call Center Representative acts as a liaison to facilitate communication between referral sources, patients, healthcare agencies, and tango. This role provides excellent customer service, maintains accurate records, and ensures compliance with applicable laws, regulations, and company policies. The position is 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 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, emails, and data entry into in-house software.
• Communicate professionally with different departments to assist patients and healthcare providers with the 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 with issues/concerns related to their health.
• Evaluate and determine caller needs, provide resolution, track interactions, 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 (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.