Client Service Representative, Inbound Phones

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

📋 Description

• Handle a significant volume of incoming calls

• Conduct phone triage by addressing basic inquiries regarding services, devices, and appointments

• Assess patient urgency and direct requests to the appropriate personnel

• Oversee ACD group voicemail and ensure timely message delivery

• Perform outbound callbacks

• Address requests for patient records

• Clarify appointment expectations and offer fundamental education on company services

• Assist patients in navigating web-based software via calls or chats towards therapeutic goals

• Provide accurate price quotes in line with company pricing policies

• Explain copayment details and insurance coverage, while processing payments over the phone

• Review patient records and files for precision and compliance with policies

• Offer information and solutions related to respiratory and other equipment

• Receive calls in accordance with the mandated on-call schedule

• Manage the return of devices from non-contracted patients

• Clarify patient diagnoses and furnish general information on services and products

• Create orders as required

• Discuss financial information

• Maintain orderly, confidential, current, and HIPAA-compliant patient records and information

• Act as a liaison between patients and healthcare team members

• Provide scheduling assistance as needed

⛳️ Requirements

• High School diploma or equivalent is mandatory

• 6 months to 2 years of experience in customer service, administration, or reception is required

• Experience in a fast-paced remote call center within the DME or healthcare sector is preferred

• Capability to manage a high volume of calls and resolve patient issues swiftly and effectively

• Strong oral and written communication skills along with adept problem-solving abilities are essential

• A strong dedication to patient care and customer service, along with a friendly, helpful, and compassionate demeanor is required

• Proficiency in de-escalating situations over the phone

• Previous experience in the healthcare industry is preferred

• Bilingual/Spanish skills are advantageous

• Must be available to work standard business hours in the Pacific Standard Time Zone (California time)

• Full-time position

• Must ensure that patient charts and information remain confidential, current, and HIPAA compliant

• Must be able to respond to calls as per the required On-Call schedule, including addressing any messages within 30 minutes

🏝️ Benefits

• Medical insurance coverage

• Dental insurance coverage

• Vision insurance coverage

• Access to a 401(K) retirement plan

• Paid time off for holidays

• Paid sick leave

• Paid vacation time

• Opportunity for remote work

• Equal Opportunity Employer