Call Center Representative

Role Overview

• Conduct patient experience surveys via outbound phone calls.
• Clearly explain survey purpose and questions to respondents in a neutral, professional manner.
• Accurately record survey responses and ensure data integrity.
• Maintain strict confidentiality and comply with HIPAA and organizational privacy policies.
• Meet productivity, quality, and response rate benchmarks.
• Handle patient interactions with empathy, professionalism, and cultural sensitivity.
• Identify and escalate patient concerns or issues according to established procedure.
• Document call outcomes and update survey systems accurately.
• Participate in training, calibration sessions, and quality assurance reviews as required.

Requirements

• High school diploma or equivalent required
• Previous experience in healthcare, call centers, patient engagement, or survey research preferred
• Strong verbal communication and active listening skills
• Ability to read and follow standardized scripts without biasing responses
• Basic computer proficiency and experience with data entry systems
• Ability to manage sensitive conversations professionally and compassionately

Benefits

• Remote work environment
• Health benefits paid for employees
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!