Customer Service Agents are responsible for answering inbound /handling outbound calls. Make use of company policies to obtain a First Call Resolution on each call. A Call Center Agent is often the first point of contact for customers’ and patient issues. Call center agents are required to have a commitment to customer/patient satisfaction and an ability to make quick and accurate decisions.

• This position can be remote (work from home) after 30-days training at the office.

Essential Duties & Responsibilities

• Answer incoming customer /patient phone calls

• Making and confirming patient medical and transportation appointments.

• Maintain customer/patient satisfaction ratings based on explicit criteria set forth by the company

• Make a minimum of 80 calls or more between inbound and outbound calls

• Must maintain an Occupancy rate of 85% or greater

• Must adherence to the department’s scheduled adherence policy

• Must obtain a minimum of 90% in Quality Assurance Observation

• Responsible for order entry into the computer system.

• Refers requests for emergency care and urgent care or medical advice to the appropriate staff member.

• Attend all mandatory training sessions to stay updated on product or company policy changes

• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input

• Input data into the company computer platform to keep each customer record updated

Education & Experience

• High school diploma or GED.

• Previous experience in a physician’s office, clinic, or hospital processing referrals.

• Medical terminology knowledge.

• Experience scheduling healthcare appointments.

• Experience with office equipment, including computers, calculators, fax machines, and copiers.

• Must be able to speak, read and write English and Spanish

Knowledge, Skills & Proficiencies

• Proficient on Microsoft office

• Proficient in the use of eCW is preferred

• Proficient in the use of Five9 is preferred

• Medicaid and Medicare knowledge

• HIPAA, PHI and Compliance knowledge

• Strong computer skills

• Excellent interpersonal communication skills

• High level of professionalism

• Must be available to work some holidays and weekends

• Strong problem-solving abilities

Tools & Equipment Used

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.

Physical Requirements/Working Environment

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 50 lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Application Question(s):

• This position requires to complete 30-days training in-person before working from home. Are you comfortable commuting to this job's location?

Work Location: One location