Customer Service Rep. (CSR) - Part-time Monday-Friday 11am-2pm

For nearly two decades, TenderHeart (formerly known as Longhorn Health Solutions) has been improving the lives of those we serve with high-quality incontinence care management. We start with each individual patient by actively listening to their concerns. Then we ask the right questions to learn more about their challenges. Finally, we develop individualized solutions to meet each patient’s specific needs.
Through our personalized coaching and frequent patient interaction, we decrease the likelihood of adverse patient outcomes, helping patients live happier, confident and more independent lives with a higher level of patient satisfaction. Because of these better outcomes and our value-based model, managed care organizations (MCOs) realize substantial savings while also improving the health of their patients.

Our Vision

TenderHeart seeks to be the national leader of innovative, value-based incontinence services to the broadest possible population of patients and healthcare partners. We believe the more people we serve and the more people we help, as efficiently and effectively as possible, the result will be a stronger healthcare system as a whole.

Our Mission

TenderHeart is committed to delivering exceptional incontinence management through services and products that improve health outcomes and broaden access to care so more patients can live happier, confident, and independent lives.

Our Values

• Integrity: We are committed to honesty and trust in everything we think, say and do.
• Compassion: We care, we listen, we respond.
• Innovation: We create service enhancements that address healthcare challenges.
• Equality: We respect people, value diversity, and promote inclusivity.

Communication: We are committed to transparency and helpfulness in every interaction

Responsibilities:

· Receive and respond to incoming calls from patients, providers and other referral sources and gathers information to identify the organization’s ability to meet the patients’ needs, on a case-by-case basis.
· Complete intake order forms, identify coverage and ability to provide for service requested and logs information into charting system.
· Identify, establish, and maintain correct patient and service account information.
· Resolve patient complaints and coordinate correction of service to ensure service completion.
· Deescalate customer service calls and refers caller to appropriate department or person as needed.
· Schedule deliveries, pick-ups, and accurately record file maintenances or changes in service.
· Effectively communicate with patients of various ages and populations.
· Accurately record every patient engagement in corresponding patient information system.
· Maintain competency on incontinence coaching biannually.
· Ensures compliance with Company policies and procedures.
· Function as an individual contributor to peers, department, and overall company.
· Must meet individual and departmental performance metrics as indicated by manager.
· Participate in traditional and e-learning programs.
· Collaborate effectively with other company employees, managers, and departments.
· Perform all job functions with Company Mission, Vision, and Values in mind.
All other duties as assigned

Skills:

• Computer skills — knowledge of MS Office (Word, Excel, Outlook) and web applications such as Google Sheets.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt respond to different types of characters.
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively.

Job Type: Full-time
Salary: From $18.00 per hour
Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends