Full Time | Customer Service Representative

About the role

We are seeking motivated individuals eager to join the healthcare industry. As a member of our Contact Center Team, you will deliver one-on-one customer service support to patients across the United States. The role involves telephone interactions, documentation of patient interactions, and collaboration with patients and providers to optimize patient care.

Responsibilities

• Answer telephone promptly and in a polite, professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and provide patient-focused service to create a positive impression of the organization
• Suggest and support improvements in call flow processes and communication services
• Meet and exceed call volume standards
• Adhere to all HIPAA and company policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Escalate calls to physicians, practice managers, or triage nurses when necessary
• Make reminder and rescheduling calls as requested
• Assist with callbacks and other projects as call volume permits
• Manage multiple clients in a fast-paced environment
• Handle a high volume of phone calls, with a minimum of 6 hours per shift
• Perform other duties to drive company values, fulfill the mission, and abide by company values
• Work remotely in a private, HIPAA-compliant workspace
• House company equipment needed to perform the job
• Ensure broadband internet access with a minimum download speed of 24 Mbps and upload speed of 4 Mbps

Requirements

• 1+ years of healthcare, sales, or customer service experience, preferably in a contact center environment
• 1+ years of call center experience preferred
• 1+ years of experience in a medical or healthcare environment preferred
• Previous medical scheduling experience preferred
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and internet use
• Ability to handle confidential and sensitive information
• Ability to work quickly and multitask in a call center environment
• Ability to multitask using multiple systems and monitors simultaneously
• Proficient with technology, software applications, and phone systems
• Exceptional verbal and written communication skills
• Positive, proactive, and collaborative approach to improving results
• Regular, reliable attendance during scheduled hours
• Good visual acuity to read computer screens, scripts, and forms
• Ability to sit 100% of the time when taking calls
• Access to EMR system may require use of personal mobile device for authentication

Benefits

• Medical, vision, and dental insurance
• Flexible Spending Account (FSA)
• Company-paid short- and long-term disability
• Employee Assistance Program
• Life insurance and accident insurance
• Voluntary benefit programs for employees and eligible dependents
• 401(k) retirement plan with company match

Pay

$14 per hour (remote position).

Career Growth

Structured career growth opportunities with potential pay increases of approximately 3% at key employment milestones based on performance, quality, attendance, and business needs. Eligible increases are generally reviewed quarterly.