Healthcare Call Center Representative – Temp-to-Perm

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Actively listen to and address patient inquiries to convert them into scheduled appointments, while ensuring high patient satisfaction scores.

• Interact with patients in a compassionate and attentive manner, prioritizing their needs.

• Embodying a caring demeanor significantly contributes to providing reassurance and comfort, ensuring that patient needs are treated with the utmost care.

• Utilize technology and knowledge base content modules to create an experience that feels local, from providing precise directions to sharing details about specific providers or clinics.

• Foster an inclusive “we” mentality and avoid an “us vs them” mentality.

• Work collaboratively and give feedback to marketing, operations, technical teams, and clinic staff to drive ongoing improvements focused on enhancing the patient experience.

• Partner with supervisors and peers to swiftly identify and resolve issues, recommending innovative approaches to achieve best practices.

• Assist patients when a clinic has limited near-term availability by offering alternatives at nearby clinics.

• Effectively educate patients about insurance options and our financing/payment plans.

• Set clear expectations for patients regarding what they can anticipate during their appointments and other details that facilitate a positive experience.

• Adhere to protocols for capturing information and accurately categorizing and recording interactions.

• Meet Key Performance Indicators: efficient handling time, productivity in terms of calls managed, conversion rates, patient satisfaction scores, accurate information capture, schedule adherence, etc.

• May engage in other communication channels such as outbound calls, email, and chat.

• Execute additional duties as assigned.

⛳️ Requirements

• High School diploma/GED or equivalent; a college degree is preferred.

• At least 2-3 years of customer support experience, with a minimum of 1 year in an inbound contact center setting, including experience multitasking across various systems/apps.

• Minimum of 1-2 years in a sales-oriented role, preferably with experience in a call center or telesales environment.

• Required internet speeds of 10 Mbps upload and 150 Mbps download; Latency <50 ms; and Packet Loss <2%.

• Preferred typing speed of 50-70 WPM.

• Experience in roles where success is gauged by meeting Key Performance Indicators (KPIs).

• Demonstrated tenure in previous positions of at least 2-3 years.

• Must have a dedicated, quiet workspace at home (with a door) to minimize distractions.

• Must be able to provide a reliable high-speed internet connection for remote work.

• Excellent verbal and written communication skills with the ability to effectively engage with patients.

• Strong verbal communication skills (clear enunciation, ability to influence/persuade/engage, and a genuine passion for helping people access the care they need).

• Attention to detail.

• Ability to thrive in a fast-paced environment.

• Must be technically proficient, with demonstrable experience using multiple systems and applications.

🏝️ Benefits

• Best Employer: A distinguished recognition by Modern Healthcare, highlighting excellence in our field and offering an outstanding workplace culture.

• Exceeding Expectations: Provide best-in-class care and experience exceptional patient outcomes.

• Exceptional Partnerships: Collaborate with leaders such as Hospital for Special Surgery (HSS) and educational partners for ongoing learning.

• Empowering Values: Uphold values that emphasize teamwork, growth, and service to others.