Customer Service Representative | Full-Time | Remote

Customer Service Representative

Location: Fully Remote

Schedule: Monday - Friday, Eastern Time

Base Pay: $2.25/Hour + Unlimited Incentives

Benefits: Paid Time Off (PTO)

About the Company

At Nao Medical, we're revolutionizing healthcare by blending cutting-edge technology with heartfelt, personalized care. Over the past 13 years, we've proudly served more than a million New Yorkers at our various locations. Our mission is simple: through our multi-specialty practice, we provide accessible, quality care tailored to each patient's needs. We're breaking down barriers, championing health equity, and delivering value-based care to create healthier communities.

Job Summary

As a Customer Service Representative with strong industry experience, you will play a vital role in our healthcare call center, delivering exceptional support to patients and healthcare clients while promoting our services. Responsibilities include managing inbound and outbound calls, handling inquiries, scheduling appointments, and achieving sales-related goals. This position is critical to fostering strong patient relationships, driving service utilization, and ensuring seamless healthcare delivery.

Primary Responsibilities

• Inbound Calls: Provide accurate information and support related to healthcare services, appointments, and patient concerns.
• Outbound Calls: Express appreciation, gather feedback, resolve issues, and confirm or reschedule appointments to support efficient healthcare scheduling.
• Sales-Driven Engagements: Promote services and products effectively, meet or exceed sales targets, and leverage upselling opportunities.
• Multichannel Support: Assist patients via email and chat, providing prompt, courteous responses and necessary follow-up.
• Documentation: Accurately document all patient interactions in accordance with company policies.
• Training and Development: Participate in ongoing training to enhance customer service skills and stay updated on healthcare protocols and procedures.

Job Requirements

Education and Experience:

• 2+ years of customer service experience with a strong background in the industry, preferably in healthcare.
• Knowledge of EMRs, such as eClinicalWorks (eCW), and HIPAA regulations is a plus but not required to ensure compliance with healthcare privacy standards.
• Proficiency in Google Workspace (Docs, Sheets, Drive) for effective collaboration and document management.
• Basic knowledge of data security and confidentiality practices, especially in handling sensitive healthcare information.
• In-depth knowledge of customer service principles and practices.

Schedule Requirements:

• Ability to work night shifts during Eastern Time, from 8:00 AM - 9:00 PM, Monday-Friday (Depending on the work shift)

Technical Requirements:

Candidates must provide their equipment and technology meeting these minimum specifications:

• Up-to-date desktop or laptop computer with at least 8GB of RAM and a modern processor (Intel i5 or equivalent).

• Windows 10 or macOS 10.15 (Catalina) or later.

• High-speed internet connection with a minimum speed of 25 Mbps.

• Functional headset with microphone, webcam, and reliable keyboard and mouse.

• Quiet workspace devoid of distractions.

• A second monitor is preferred, but not required.

• Emergency backup or contingency plan for technology or connectivity issues.

  
  

Duties and Responsibilities

• Make outbound calls to confirm and schedule appointments, upsell services, and engage in feedback collection.
• Provide patient support via email, SMS, and chat in a timely manner.
• Resolve patient concerns promptly and efficiently.
• Follow up with patients about visits and upcoming appointments.
• Coordinate with healthcare providers regarding patient care.
• Collaborate with laboratories, clinics, home visit teams, and other departments.
• Respond to inbound caller inquiries.
• Document interactions according to standard operating procedures.
• Utilize automation and AI tools to improve efficiency in patient service.
• Make follow-up calls when needed.
• Engage in training and learning opportunities, including weekly one-on-one sessions.
• Be flexible with shifting schedules and willing to work overtime if necessary.
• Adhere to all company policies and procedures.
• Perform other related duties as assigned.

Incentives:

• Paid Time Off (PTO)
• Performance Incentive Bonus are Unlimited
• Average Monthly Incentive Range of Top Performing Agents: $180-$500 (Php 10,000 - Php 28,000 excluding base rate)
• Salary Depends on your Performance! Work Harder, earn bigger!

Equal Employment Opportunity Statement

Nao Medical is an Equal Opportunity Employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, age, disability, marital status, sexual orientation, gender identity, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Nao Medical is dedicated to providing a work environment free from discrimination and harassment and treating all individuals with respect and dignity. Combining individuals from diverse backgrounds and experiences creates a more innovative, creative, and productive workforce.

Experience the Nao Medical difference. Join us in transforming healthcare, Nao!