Call Center Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Professionally and efficiently manage a substantial volume of inbound and outbound calls.

• Deliver exceptional customer service to patients and their families.

• Schedule appointments for patients utilizing the electronic medical record (EMR) system.

• Address inquiries regarding services, appointment availability, billing, and general information.

• Support patients with appointment rescheduling and cancellations.

• Verify and update patient demographic and insurance information accurately.

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

• Record patient interactions and maintain precise call logs.

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

• Collaborate effectively with clinical staff, administrative teams, and other departments.

• Adhere to HIPAA regulations to ensure patient confidentiality and data security.

• Meet call quality, response time, and customer satisfaction objectives.

• Conduct follow-up outreach to callers regarding the status and resolution of their issues or requests.

• Comply with company, departmental, compliance, and Code of Conduct standards.

⛳️ Requirements

• Preferably possess an Associate degree or equivalent relevant experience in a call center environment.

• Have 1-2 years of experience in customer service, quality assurance, and/or auditing.

• Must be bilingual in English and one of the following languages: Spanish, Russian, Chinese, Bengali, Korean, Albanian, or a comparable language.

• Required to present valid government-issued identification verifying a minimum age of 18.

• Capable of passing a typing test with a minimum speed of 40 WPM.

• Have alternative means of working during power or internet outages.

• Exceptional written and verbal communication skills are essential.

• Ability to thrive in a dynamic environment while meeting assigned deadlines.

• Strong organizational skills, precision, and attention to detail are necessary.

• Ability to work both independently and as part of a team.

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

• Maintain and utilize all necessary work equipment.

• Have a reliable, high-speed Wi-Fi connection.

• Successfully complete all mandatory training programs.

• Capable of meeting specified physical requirements, including standing, sitting, lifting/pushing/pulling up to 50 pounds, bending/squatting, navigating stairs, walking, possessing fine motor skills, visual accuracy, auditory comprehension, and cognitive decision-making abilities.

🏝️ Benefits

• Opportunity to work from home.

• Monday to Friday work schedule.

• 40 hours of work per week.

• Working hours: 9:00 AM - 6:00 PM ET.

• Provision of necessary work equipment, including a computer, monitor, headset, and other essential tools.

• Access to reliable high-speed Wi-Fi for business operations.

• Participation in mandatory training programs.

• Equal opportunity employment with reasonable accommodations for individuals with disabilities.