Call Center Representative

This is a position that provides Call Center patient support and monitors data on their progress with their plan of care. This includes direct communication with the patient and their providers. 

This is an excellent opportunity for a compassionate individual who thrives in a growing company, is passionate about improving health outcomes, and is committed to delivering exceptional experiences for patients.

Key Duties and Responsibilities

The essential functions of the position include, but are not limited to, the following duties:

• Call patients monthly to monitor data on their progress in the plan of care
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns when applicable
• De-escalate situations involving dissatisfied patients, offering assistance and support
• Review customer or client accounts, providing updates and information in the Synchrony Coordinator platform
• Collaborate with other call center professionals to improve customer service
• Coordinates and/or establishes, organizes, maintains and archives files, logs, reports and records
• Meets all productivity and accuracy standards established by management
• Assists with client support as assigned
• Assists with charge entry as assigned
• Responsible for daily, weekly, and monthly reporting and ensuring deadlines for reporting are met
• Maintains strictest confidentiality; adheres to all HIPAA guidelines/regulations 
• Follows specific client guidelines and processes
• Conducts self in accordance with IncreMedical/MedAdept’s employee handbook
• Complies with all local, state, federal and corporate compliance regulations governing employers, employees and healthcare services
• Communicates any client issues to management
• Performs other duties or special projects as assigned

Benefits

• 401(k) with employer matching
• Health, dental, vision insurance
• Complimentary life, STD/LTD
• Paid Time Off
• Holiday Pay

Location: Remote

Full time, 30 - 40 hours/week plus benefits

The ideal candidate will possess the following characteristics and qualifications:

• High School Diploma
• Excellent communication skills (written and verbal including telephone and business etiquette). 
• Commitment to providing exceptional patient service and support.
• Ability to work collaboratively in a fast-paced environment while maintaining professionalism with an emphasis on organization and attention to detail.
• Strong customer service skills and the ability to interact well with patients, clients, referrers, co-workers and supervisors. 
• General computer skills with the knowledge and ability to use various digital tools and technologies to complete job tasks efficiently and effectively. These skills include the ability to use a computer, navigate the internet, and use common software applications such as Microsoft Office.

Experience/Skills:

• Strong verbal and written communication skills, including telephone and business etiquette

• Great active listening skills

• Exceptional interpersonal and rapport building skills

• A patient and empathetic attitude

• Strong time management and organizational skills

• Adaptability and flexibility

• Comfortable working in fast-paced environments

• Troubleshooting skills, either basic or advanced

• Computer literacy

• Phone skills, including familiarity with complex or multi-line phone systems

• In-depth knowledge of a company’s products and/or services

Compliance

Required to comply with federal, state, local, professional, IncreMedical/MedAdept, and host facility regulations, policies, etc. as well as any outside accrediting agency requirements. 

Physical and Sensory Demands

Good general health and stress coping ability. Ability to clearly and effectively communicate with all constituents (patients, families, peers, and other healthcare team members) as needed. 

Professionalism and Customer Service

Portrays a positive professional image and attitude through good communication skills and through consistent compliance with all facility policy and procedures. 

Other Duties as Assigned 

Performs other duties as assigned to support the overall effectiveness of the facility/service.

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as exhaustive of all responsibilities, duties, and skills required of personnel so classified.