Patient Support Agents
FULLY REMOTE customer service role working for a large fast growing healthcare organization. Below are some more details about the role.
3-5 years of experience preferred
Previous fully remote customer service experience highly preferred
Healthcare experience is highly preferred, not required
Computer skills, including navigating multiple open tabs, systems, and processes
Intermediate to advanced MS Office skills, mainly in Excel.
High School Diploma required; Associates preferred
Exceptional Leadership: a constant motivator who leads with kindness and authority, empowers staff through knowledge and transparency, maintains a friendly and professional disposition with all levels of employment.
Dependability: Being reliable and punctual and following through on commitments. Making arrangements in advance when taking allowable days off. Promptly notifying employer when illness or other serious events may cause tardiness or inability to show up for work.
Initiative: Being proactive rather than reactive both in thought and action. Being a self-starter rather than waiting for direction from others. Seeking out opportunities for continuous learning in order to expand one’s role and increase one’s contribution on the job.
Collaborative Approach: creates an atmosphere in which people work together enthusiastically and cooperatively to produce outstanding results.
Thrives in a Diverse environment; is inclusive and accepting of all internal and external individuals that we service, is receptive and open to ideas and innovations, and promotes outside of the box thinking and utilizes these areas effectively in strategic planning and problem-solving.
Compassionate; mission-oriented, all efforts made in the vein of optimal patient care, successful in promoting a family-oriented work culture amongst staff.
Customer Service oriented; both internally and externally, at all levels.
Flexible; supports and promotes a relaxed, though highly productive, work environment that maintains the entrepreneurial atmosphere the company was built on and successfully maintains this original grass roots outlook of the company through rapid expansion, growth, and change.
Essential Functions and Performance Standards
Answering and managing an average of 75-100 inbound/outbound calls per day in a timely manner
Promptly answering emails and online chats messages in accordance with company KPIs
Scheduling appointments using computerized scheduling systems
Resolve patient issues and consistently meet or exceed patient’s service expectations
Maintain accurate patient accounts by obtaining, recording, and updating personal/financial/insurance information
New patient registration, healthcare insurance verification and scheduling
Adhering to department Quality Assurance Program and Core Values
Meet performance goals established for the position in the areas of: efficiency, call quality, attendance, calls per day, patient satisfaction
Communicates all critical and/or functional concerns to the Manager and makes recommendations for solutions.
Must be proficient in MS Office and Office 365
Ability to react well under pressure and treat others with respect
Provide Support, patience, and compassionate customer service to the lives we serve
Ability to multi-task and problem-solve
Acceptable and reliable attendance and punctuality
Adhere to Company policies regarding the confidentiality
Any and all other tasks as assigned
Schedule: 2 options:
- Mon - Friday 6:00am - 2:30pm CST; Sat (once per month) 7:00am - 11:00am.
- Mon, Tues, Thurs 10:30am-7pm, Wed 1:30pm-10pm, Fri 7:30am-4pm, Sat (once per month) from 7am - 11am.
Spanish Bilingual is highly preferred
Full time, long term opportunity. Health, Dental, Vision, and other wonderful benefits.