Job Description
Healthcare Call Center Associate (Work from Home)
Location Remote US, United States
Category Customer Service & Transaction Processing
Req ID 2023-86892
Job Type Full-time regular
About Conduent:
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Description:
Healthcare Call Center Associate (Work from Home!)
Starting pay rate is $17.00 an hour or $18.00 an hour if you are bilingual (English/Spanish)
Plenty of career growth opportunities within the healthcare team!
Health benefits for you and your family including medical, dental, and vision, starting on day 1 of work!
Paid time off. Fully work from home!
Training – 5 weeks M-F, 9am – 5:30pm EST.
Must have flexibility to work any shift assigned between the hours of operations of 8:00am – 8:00pm EST hours Monday – Friday. Shifts will be 8 hours per day 5 days per week
Would you enjoy being part of a team that makes a difference in people’s lives? Do you love helping people solve complex problems and delivering solutions? If so, this role is for you!
About the Healthcare Call Center Associate role…
Our Customer Experience Associate are first responders to our Patients/Health Care Providers requests/inquiries received via the phone for a large Pharmaceutical Company Patient Assistance Program.
Assisting Patients/HCPs involves helping complete applications, reorder forms and general program questions/inquires as required..
The Customer Experience Associate is a problem solver, can do individual who provides a positive customer service experience that meets the needs of our patients/HCPs by educating them on program requirements and services, listening to concerns, addressing issues, and assisting to ensure applications are completed/approved on a timely basis and placing medications orders in a high-volume inbound call center.
Responsibilities:
- Answer high-volume inbound customer calls for Large Pharmaceutical Company Patient Assistance Program.
- Make outbound calls to Patients/Health Care Provides as required to address questions/inquires and completion of required program application/documentation.
- Utilize program training and resources to address/answer patient/HCP program related questions/issues
- Complete required application and/or reorder documentation as required
- Communicate effectively and professionally with patients, teammates, healthcare professionals, and patients at all time
- Consistently meet and attain required Agent Performance Goals/KPIs
- Adherence to Work Schedule and Attendance Policies
- Perform other duties as required
Skills & Abilities:
- Excellent written and verbal communication skills
- Active listening skills
- Proficient with MS Office and the ability to navigate multiple platforms
- Ability to learn and administer program Business Rules and associated Standard Operating procedures to support program requirements.
- Strong customer service skills with the ability to resolve patient / HCP concerns while maintaining a positive attitude
- Passionate about helping others, able to provide empathy when necessary
- Works well under pressure
- Demonstrate soft skills to enhance patient experience
- Responsible individual required to adhere to assigned schedule and be at work daily
- Enjoys working towards targets around call volumes and call quality
- Ability to cope with a high volume of incoming calls
- Works well under pressure
A few of the questions you may receive as a healthcare call center associate are the following:
- Can you tell me about the eligibility requirements for this program?
- What is the status of my enrollment/Order?
What we look for…
We’re looking for people with a passion for helping others, are naturally empathetic and have the determination to deliver a comprehensive solution to these healthcare related calls. Call center experience is a plus, but not required. To be successful in this role, you will have:
Work-From-Home Requirements:
- Dedicated, private home workspace free of distractions and interruptions
- Established home internet connectivity; minimum internet download speed of 25 mbps | upload speed of 15 mbps
- Understand own network environment at home
- Ability to troubleshoot own devices & connectivity
Education & Experience:
- High School Diploma or equivalent required
- 1-2 years of customer service experience required (hospitality, retail, and pharmaceutical strongly encouraged to apply!)
- Call center experience preferred but not required
- Work Location: Remote