Responsibilities

• Receive high volume of inbound calls as well as make outbound calls to existing patients.
• Ensure screening all calls to quickly identify the caller’s needs and efficiently provide the
• most effective solutions.
• Effectively use critical thinking skills to solve problems for callers (patients, hospital staff, PCP office staff….) while consistently using the highest level of customer service; troubleshoot any urgent calls and situations.
• Follow communication ‘scripts’ when handling different topics.
• Proactively gain and maintain a full understanding of Tarlani’s portfolio of products and
• services.
• Create and maintain a patient satisfaction log (feedback – complaints, compliments).
• Maintain positive attitude and empathy when working with colleagues and patients.
• Create/maintain a log for calls received and categorize them based on the nature of the calls.
• In collaboration with the IT department, gather data, prepare call center dashboard (report) and present it to the line manager.
• Ensure Call Center compliance with Tarlani policies and procedures.
• Ensure that all requests for services are responded to in an appropriate and timely manner.
• Attend and participate in all in-service training as necessary.
• Comply with all Company policies and procedures as applicable.
• Other duties as assigned.

Other:

• Prolonged or considerable walking or standing. Able to lift supplies and equipment. Considerable reaching, stooping, bending, kneeling or crouching. Visual acuity and hearing to perform required tasks.

Knowledge, Skills And Abilities

• Ability to perform in a positive, courteous, flexible and adaptive manner.
• Able to exercise independent judgement and initiative.
• Computer literate and experienced with computer programs such as Microsoft Office Word, Outlook and Excel.
• Experience using Synergy EMR and/or other Electronic Medical Record databases is a plus.
• Must be able to communicate clearly, both orally and written.
• Bilingual English/Spanish preferred but not required.

Educational Qualifications/ Experience:

• High school diploma or equivalent
• Minimum of two years of experience as a Call Center Coordinator preferred.
• Two (2) years’ experience in a healthcare setting OR BA Degree from accredited university in a health-related field; plus, one (1) year experience in a healthcare setting is preferred.

Other requirements

• Bilingual English/Spanish preferred.
• Strong phone and verbal communication skills with active listening.
• Proficiency in MS Office packages.
• Strong ability to multi-task, set priorities and manage time effectively.
• Superb customer service skills – ability to handle diverse customers.
• Able to exercise independent judgment and initiative.
• Work with minimum supervision.
• Experience using Synergy EMR and/or other Electronic Medical Record databases is a plus.

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekends as needed

Experience:

• Call center: 2 years (Preferred)
• Customer service: 2 years (Preferred)

Work Location: In person