About the Role
Title: Inbound Contacts Representative – Remote
Location: Louisville United States
Location:Nationwide
Location Type:Remote
Additional Location:Torrance CA; Colorado Springs CO; Bethesda MD; Charlotte NC; Lancaster SC; San Antonio TX; Glen Allen VA;
Schedule:Full_time
Req:R-346953
Job Description:
About this job
Become a part of our caring community and help us put health first
The Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
This is a Work from Home Position
Essential Functions
- Ensure accurate and timely processing of all requests by taking appropriate action, such as scheduling appointments, taking messages, transferring calls to appropriate staff.
- Resolve patient issues through independent problem solving and with a goal of first call.
Required Qualifications
- Strong customer service skills with an emphasis on written and oral communication to respond to inquiries and service requests professionally.
- Active listening, with a high degree of empathy
- Ability to remain calm and helpful even when dealing with upset patients.
- Demonstrate a patient centric mindset and a high sense of urgency to solve patient requests.
- Knowledge of basic help desk software, computer software and Microsoft Office applications including Microsoft Word, Excel, and Outlook
Preferred Qualifications
- Bilingual English (read, write & speak) and Spanish (speak)
- A minimum of one (1) year of previous experience working in an inbound customer service call center.
- High school diploma or equivalent
- Ability to handle high call volume and multi‐task while providing an exceptional customer experience.
- Experience in E-Clinical Works or other electronic medical records system such as Epic, Athena Health, NextGen.
- Experience with use of virtual contact center solutions such as 8×8 Virtual Contact Center, Genesys, Ring Central, Five/9, etc.
- Knowledge of and strict adherence to HIPAA