Call Center Specialist - Digitech - Remote

Summary

The Call Center Specialist plays a key role in delivering high-quality customer service within a fully remote, high-volume call center environment. This individual is responsible for handling incoming patient calls with professionalism, empathy, and accuracy.

Essential Duties And Responsibilities

• Answer a high volume of incoming patient calls in a remote call center environment, providing prompt, courteous, and accurate assistance
• Listen actively and demonstrate empathy while addressing patient questions, concerns, and billing inquiries
• Evaluate caller needs and determine the correct resolution path while following client-specific rules, workflows, and service expectations
• Handle all incoming calls by gathering information, resolving issues when possible, and completing any necessary follow-up actions, which may include sending emails, obtaining additional details, and returning calls to provide a full resolution
• Research issues by reviewing account details, contacting third parties, or gathering additional documentation as needed
• Complete follow-up actions such as placing outbound calls, sending emails, or faxing requested information to support full resolution
• Maintain detailed, accurate documentation of all calls and actions taken in the patient account system
• Protect confidentiality by strictly adhering to HIPAA regulations and Digitech’s compliance standards at all times
• Meet or exceed established daily quotas
• Manage workload efficiently while remaining flexible and adaptable in a fast-paced, high-volume environment
• Contribute to a positive team culture by communicating effectively, asking questions when needed, and seeking continuous improvement

Skills/Experience Required

• Education: High School Diploma or Equivalent required
• Bilingual (English/Spanish) preferred
• Proficient computer skills, including working knowledge of MS Outlook, Word, and Excel
• Familiarity with insurance billing is a plus; comprehensive training is provided
• Able to type a minimum of 40 WPM with accuracy
• Maintains composure under pressure and remains calm in high-volume or challenging situations
• Able to manage a high workload efficiently while meeting tight deadlines
• Demonstrated ability to handle sensitive conversations professionally and uphold a positive company image during all phone interactions
• Clear, professional communication skills with the ability to explain information and solutions courteously
• Exceptional attention to detail and accuracy in documentation and call handling
• Skilled at multitasking, organizing, and prioritizing work to ensure timely completion of all responsibilities
• Reliable, punctual, and dependable with a strong commitment to team success
• Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Sarnova is an Equal Opportunity Employer

We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.