Trilingual Customer Service Representative

About Guideway Care

Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."

Job Summary

We are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Trilingual Contact Center Team, you will have the opportunity to deliver one-on-one customer service support to patients all over the United States. The key tasks include telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care.

Essential Functions

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Suggests improvements and participates in organized efforts to improve service levels
• Makes reminder calls as requested
• Makes calls to reschedule appointments when necessary
• Provides assistance with call backs and other projects as call volume permits
• Understands when to escalate calls to physicians/practice manager/triage nurse

Required Skills/Abilities

• 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
• 1+ years experience working in a call center preferred
• 1+ years experience working in a medical or healthcare environment preferred
• Previous medical scheduling experience preferred
• Proficient using Microsoft Office Suite (Excel, Word, and Outlook)
• Ability to handle confidential and sensitive information
• Ability to handle a "call center" environment: work quickly and multi-task
• Ability to multi-task using several systems and multiple monitors at the same time
• Proficient with technology, software applications, and phone systems
• Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results

Trilingual in English, Spanish, and Brazilian Portuguese

Supervisory Responsibilities: None

Travel Requirements: 0%

Total Rewards

The target salary range for this role is $18 - $21 per hour. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. In addition, team members enjoy …

• Benefits Package Including Medical Insurance
• Vision Insurance
• Dental Insurance
• Flexible Spending Account (FSA), Company paid short- and long-term disability, Employee Assistance Program, Life Insurance, Accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match

Essential Duties And Responsibilities

• Able to work remotely at home in a private HIPAA compliant workspace
• Able to house company equipment needed to perform job
• Broadband Internet Access
• Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
• Immigration or work visa sponsorship will not be provided

Physical Demands

• Ability to hear in normal range and wear a headset / earpiece
• Good visual acuity to read computer screens, scripts, forms etc.
• May sit 100% of the time when taking calls
• Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.

Background Check, Drug Screening, and Identity Verification Process

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.