Call Center Representative

This is a fully remote position, open to applicants in Alabama, +18 more states.

📋 Description

• Efficiently manage incoming and outgoing calls while upholding a professional and courteous attitude.

• Accurately schedule patient appointments utilizing the organization's electronic medical record (EMR) system.

• Address patient inquiries related to services, appointment availability, billing, and other general information.

• Assist patients in rescheduling or canceling appointments in accordance with organizational guidelines.

• Verify and update patient demographic and insurance details during calls.

• Inform patients about healthcare services, office policies, and available resources.

• Record all patient interactions and maintain precise call logs in the designated systems.

• Capture patient complaints and escalate complex issues to the relevant department or supervisor.

• Work in collaboration with clinical staff, administrative teams, and other departments to ensure a smooth patient experience.

• Comply with HIPAA regulations to protect patient confidentiality and data security.

• Meet performance benchmarks, including call quality, response time, and customer satisfaction metrics.

• Proactively reach out to inquiring callers to keep them updated on the status or resolution of their issues/requests.

• Follow company and departmental policies and procedures.

• Adhere to all relevant compliance standards and the Code of Conduct.

⛳️ Requirements

• Preferred qualifications include an Associate degree or equivalent experience in a call center environment.

• Must be able to pass a typing assessment with a minimum speed of 40 words per minute.

• Bilingual candidates are required to speak Spanish, Russian, Chinese, Bengali, or Korean.

• 1 to 2 years of experience in customer service, quality assurance, and/or auditing is preferred.

• Exceptional written and verbal communication skills are essential.

• Ability to excel in a fast-paced setting and meet established deadlines.

• Strong organizational skills, accuracy, and attention to detail are required.

• Capable of working both independently and as part of a team as needed.

• Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.

🏝️ Benefits

• Health insurance

• Paid time off

• Professional development opportunities