Call Taker

Customer Care Representative (Call Taker)

Full Career Description

Primary Purpose

Responsible for answering inbound calls in a high-volume communication center. Required to provide a superior quality of customer service in regard to booking and scheduling trips for patients. Support dispatchers and management by consistent communication through email, phone, and internal messaging systems to confirm coordination of return transportation and provide an accurate ETA for the patient. With performing a warm transfer of any call to all departments in LifeTrans, along with constant communication with the patient’s doctor's office, the insurance company, or outsourced partners.

Essential Duties and Responsibilities

Following our summary of the essential functions for this job. Other duties may be assigned, both major and minor, which are not mentioned below. Specific duties may change from time to time.

• Deliver timely and accurate customer service ensuring the highest level of satisfaction

• Work with insurance companies to gain prior authorization or member benefits information

• Build patient services knowledge by taking the initiative for learning additional processes, queues, and case management-specific procedures to support patients in secondary areas while providing comprehensive, well-informed responses to inquiries

• View and edit trips, add trip notes, view dispatch notes, verify who the trip has been assigned to, all while understanding the call type, priority response, and transport response

• Ability to use utilize dispatch software to contact patients, confirm will-call, cancel and reschedule trips, monitor trips in progress, and update trips on each required platform

• May cross-train to assist with dispatch and field operations

Minimum Skills and Competencies

• High School or General education degree (GED)

• Ability to pass a background check and drug screen

• Must be able to communicate effectively, both orally and with written skills

• Sound analytical skills

• Ability to type 50 words per minute

• Solid work quality, accuracy, and proficiency

Physical Demands and Abilities

• Occasionally lift 5 -30 pounds

• Regularly spend long periods of time in intense concentration reviewing and entering data

• Regularly see details of objects that are less than a few feet away

• Regularly sit and stand, use hands to fingers, and feel and reach with hands and arms

• Regularly understand the speech of another person

• Frequently speak clearly and enunciate words so listeners can understand

Desired Skills

• Bilingual skills, both written and verbal, are highly desirable

• 1+ years of experience in customer service or client relations

• 2 + years with inbound and outbound call center experience

• Healthcare Industry Knowledge and Medical Billing, or specific contact center experience

Work Authorization

• United States (Preferred)

Salary

• $12.25 per hour (Entry Level to Start)

Job Type

• Full-Time

COVID-19 Precautions

• Social Distancing guidelines in place

• Sanitizing, disinfecting, or cleaning procedures in place

• Personal Protective Equipment provided or required

• Temperature Screenings in place