Call Center Specialist

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

📋 Description

• Respond to a high volume of incoming patient calls within a remote call center setting.

• Actively listen and demonstrate empathy while addressing patient inquiries, concerns, and billing matters.

• Assess caller needs and identify the appropriate resolution path while adhering to client-specific guidelines, workflows, and service expectations.

• Collect information, resolve issues when feasible, and carry out necessary follow-up actions, including sending emails, obtaining further details, and returning calls.

• Investigate issues by reviewing account information, contacting third parties, or acquiring additional documentation.

• Execute follow-up tasks such as making outbound calls, sending emails, or faxing requested information.

• Maintain comprehensive and accurate records of all calls and actions taken in the patient account system.

• Safeguard confidentiality by complying with HIPAA regulations and Digitech's compliance standards.

• Achieve or surpass established daily performance quotas.

• Efficiently manage workload in a dynamic, high-volume environment.

• Foster a positive team culture by communicating effectively, asking questions when necessary, and pursuing continuous improvement.

• Perform additional job responsibilities as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Bilingual (English/Spanish) is preferred.

• Proficient in computer skills, including a working knowledge of MS Outlook, Word, and Excel.

• Familiarity with insurance billing is advantageous; comprehensive training will be provided.

• Ability to type at least 40 WPM with accuracy.

• Maintain composure under pressure and remain calm in high-volume or challenging situations.

• Capable of efficiently managing a high workload while meeting tight deadlines.

• Proven ability to handle sensitive conversations professionally and uphold a positive company image during all phone interactions.

• Strong problem-solving abilities, including the capacity to identify issues, ask pertinent questions, and determine suitable resolutions.

• Clear and professional communication skills with the ability to explain information and solutions courteously.

• Exceptional attention to detail and accuracy in documentation and call management.

• Proficient in multitasking, organizing, and prioritizing work to ensure timely completion of all responsibilities.

• Reliable, punctual, and dependable with a strong dedication to team success.

• Ability to independently manage all aspects of the job role, including meeting required goals and business practices in a remote setting.

🏝️ Benefits

• Competitive salary, based on experience.

• Comprehensive benefits package.

• 401(k) Plan.

• Fully remote work arrangement.