VIPCare; Part of The Better Health Group Team

Are you ready to embrace a mission that goes beyond the ordinary? Join our team as a VIP Helpline Agent and be a part of a profound movement towards Better Health for our patients and ourselves.

Our mission is not just about Better Health for our patients; it's about challenging ourselves to transform the basics and contribute to great outcomes for the seniors we serve. We extend the concept of Better Health to our families, our communities, and the prominent Medicare beneficiaries we serve.

Do you possess a:

• A genuine passion for taking care of seniors and a commitment to transforming the approach from Sick Care to true Health Care?
• A mindset of continuous improvement and a commitment to achieving outstanding results?
• Are values-driven to align with our core values of 5-Star Service and demonstrate these values in every interaction?
• Able to understand the unique needs and challenges of seniors, and approach each interaction with empathy and compassion?

If so, and you are ready to take on the challenge of providing 5-Star Service to our senior community, live our values, and make a positive impact in people’s lives, we invite you to apply for this opportunity. Join us on the journey from ordinary to extraordinary in senior care and contribute to our mission of achieving better health for all.

Why Join Our Team: At VIPcare, we value you. We see you. Team Members at VIPcare are living their Why and building their careers with a reliable team that shares their mission of providing 5-star service that always puts patient care and outcomes first. At VIPcare, it's the little things we do each and every day that set us apart from other primary care practices. Our patients are family, and we want to keep our family healthy. Be part of a team that is transforming healthcare one patient at a time. We take great care of our team so they can take great care of our patients and achieve: Better Care. Better Outcomes. Better Health.

Position Objective: Are you looking to make a difference daily? You will be the first voice, in many cases, that a patient will hear in their time of need. Using extreme empathy and active listening skills, you will gather and verify demographic information, tactfully ask probing questions to identify the patient's needs, and professionally document the interaction and escalate when necessary to the appropriate clinic.

Responsibilities:

• Answer incoming healthcare contact center calls. Provide support via inbound calls for our community seniors.
• Gather and verify demographic information using standard computer software and systems
• Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls, and route calls to appropriate resource according to standard operating procedures
• Document all call information according to approved operating procedures
• Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance
• Accurately identify caller’s presenting concerns and document per protocol
• Meet quality assurance requirements and other key performance metrics, including punctuality and attendance

Position Requirements/ Skills:

• High school diploma or equivalent. 2 years of customer service experience, preferably in a healthcare call center environment.
• Active listening, empathy, professionalism, and problem-solving skills, with a focus on first-call resolution and building value for the customer
• Experience with Google Suite applications..
• Experience with data entry and call documentation.
• Strong verbal and written communication skills.
• Medical terminology preferred.

Physical Requirements:

• We require a minimum internet speed of 30 mbps download and 10 mbps upload
• A speed test will be required
• A designated work area free from any distractions or interruptions

Key Attributes/ Skills:

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals
• Demonstrated ability to handle data with confidentiality
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• Excellent written and verbal communication skills; must be comfortable communicating with senior-level leadership, providers, and health plans
• Strong interpersonal and presentation skills
• Strong critical thinking and problem-solving skills
• Must be results-oriented with a focus on quality execution and delivery
• Appreciation of cultural diversity and sensitivity toward the target patient population