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About the role
Key responsibilities & impact- Answer a high volume of inbound calls
- Complete phone triage regarding 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 appointments, company services, diagnoses, products, financial information, copays, and insurance coverage
- Guide patients through web-based software to therapeutic outcomes
- Provide appropriate price quotes and take payments by phone
- Review patient records and files for accuracy and policy compliance
- Provide respiratory and other equipment information, including indications, operation, and maintenance
- Facilitate non-contracted patient device returns
- Create orders as necessary
- Maintain patient charts and information in a confidential, current, orderly, and HIPAA-compliant manner
- Serve as liaison between patients and healthcare team members
- Assist with scheduling as needed
Requirements
What you’ll need- 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
- HS diploma or equivalent required
- 6 months to 2 years’ experience in customer service, administration or reception required
- Experience in Healthcare industry preferred
- Bilingual/Spanish preferred
- Must be able to work standard business hours in Pacific Standard Time Zone (California time)
- Shifts assigned in Pacific Standard Time (PST) Zone
- Must be able to take calls per the required On-Call schedule, including answering any message within 30 minutes
- Must maintain patient information confidential, current, orderly, and HIPAA compliant
Benefits
Comp & perks- Full-time employees eligible for Medical, Dental, and Vision coverage
- 401(K) retirement account
- Paid Holiday, Sick, & Vacation time off
- Remote work arrangement
- Equal Opportunity Employer