Trilingual Customer Service Representative (Portuguese, Spanish, English)

Sequence Health is working to provide superior patient conversion solutions to healthcare organizations. Our value system is centered around continuously improving the patient healthcare experience. We pride ourselves on hiring team members who can work independently but also enjoy being part of a team and like to continuously learn and grow. We believe you exemplify these qualities and are excited to have you join our team to continue to make a difference for patients and their families.

Sequence Health has an immediate opening for Trilingual Contact Center Representatives. This position is offered remotely. 

We are looking for Experienced Trilingual Representatives to fill the full-time shifts from 11:30 to 8:00 p.m. CST. 

We are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Contact Center Team, you will have the opportunity to deliver one-on-one customer service support to patients all over the United States. The key tasks include telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care. 

We seek individuals that not only can perform work independently but also enjoy being part of a team and like to continuously learn and grow! 

Ideal candidates for this position:

• Excellent customer services skills
• Capable of multi-tasking in a fast-paced environment
• Remain calm and courteous under pressure 
• Proficient with computers and navigating web-based applications

Job Responsibilities

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels
• Meets and exceeds call volume standards
• Adheres to all HIPAA policies
• Adheres to all Sequence Health policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to physicians/practice manager/triage nurse
• Make reminder calls as requested
• Make calls to reschedule appointments when necessary
• Provide assistance with call backs and other projects as call volume permits
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values
• Trilingual in English, Spanish, and Brazilian Portuguese 

Qualifications and Skills

• 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
• 1+ years experience working in a call center preferred
• 1+ years experience working in a medical or healthcare environment preferred
• Previous medical scheduling experience preferred
• Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
• Ability to handle confidential and sensitive information
• Ability to handle a "call center" environment: work quickly and multi-task
• Ability to multi-task using several systems and multiple monitors at the same time
• Proficient with technology, software applications, and phone systems
• Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results
• Trilingual in English, Spanish, and Brazilian Portuguese 
• Immigration or work visa sponsorship will not be provided