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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication and problem-solving skills while managing high volumes of inbound calls in a healthcare setting. Maintains HIPAA compliance and provides exceptional patient care through effective triage and support.
Highest-signal resume keywords
Customer Service ExperienceHealthcare Industry KnowledgeBilingual/Spanish ProficiencyHIPAA ComplianceCall Center Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Phone TriagePatient Records ManagementAppointment SchedulingOrder CreationPayment Processing
Soft Skills
Strong Communication SkillsProblem-Solving SkillsDe-Escalation SkillsFriendly and Caring NatureCommitment to Patient Care
Tools & Technologies
Web-Based SoftwareACD Group Voicemail
Certifications & Qualifications
High School Diploma or Equivalent
Industry Keywords
DMEPatient CareHealthcareConfidentialityInsurance Coverage
About the role
Key responsibilities & impact- Answer a high volume of inbound calls
- Complete phone triage by answering basic questions about services, devices and appointments
- Identify patient urgency and route requests to appropriate staff
- Manage ACD group voicemail and deliver messages promptly
- Complete outbound callbacks
- Respond to patient records requests
- Explain appointment expectations and provide basic education on company services
- Guide patients through web-based software via calls or chats toward therapeutic outcomes
- Provide appropriate price quotes according to company pricing policy
- Explain copays and insurance coverage and take payments by phone
- Review patient records and files for accuracy and policy compliance
- Provide information and solutions regarding respiratory and other equipment
- Take calls according to the required on-call schedule
- Facilitate return of devices from non-contracted patients
- Explain patient diagnosis and provide general information on services and products
- Create orders as necessary
- Explain financial information
- Maintain orderly, confidential, current and HIPAA-compliant patient charts and information
- Liaise between patients and healthcare team members
- Assist with scheduling as needed
Requirements
What you’ll need- HS diploma or equivalent required
- 6 months to 2 years’ experience in customer service, administration or reception required
- Previous experience in a remote, busy call center within the DME or healthcare space is preferred
- Ability to handle a large volume of calls and solve patient issues quickly and efficiently
- Strong oral and written communication and problem-solving skills is required
- Strong commitment to patient care, customer service, friendly, helpful and caring nature is required
- Ability to de-escalate situations over the phone
- Experience in Healthcare industry preferred
- Bilingual/Spanish preferred
- Must be able to work standard business hours in Pacific Standard Time Zone (California time)
- Full-time employment
- Must maintain patient charts and information confidential, current and HIPAA compliant
- Must be able to take calls per the required On-Call schedule, including answering any message within 30 minutes
Benefits
Comp & perks- Medical coverage
- Dental coverage
- Vision coverage
- Access to 401(K) retirement account
- Paid Holiday time off
- Paid Sick time off
- Paid Vacation time off
- Remote work arrangement
- Equal Opportunity Employer