Healthcare Customer Service Expert - Phone Intake

CareCentrix is a company focused on home healthcare services, and they are seeking a Healthcare Customer Service Expert to serve as the initial point of contact for patients and providers. The role involves handling a high volume of inbound calls related to healthcare service requests and assisting customers with various inquiries.

Responsibilities:

• Servicing 60-65 incoming calls daily from providers, referral sources, and patients through an inbound phone queue
• Utilize multiple applications and a dual monitor setup to assist customers with services
• Checking the status of service requests
• Submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc

Requirements:

• High School Diploma or GED
• Minimum 2 years of customer service experience in a call center environment
• 1 year working in healthcare with medical terminology
• Proficient with navigating dual monitors and multiple applications
• Type at a speed of 30 WPM with ability to perform data entry while actively listening
• Competence in tasks like clicking, troubleshooting, opening a browser, bookmarking sites, and navigating with back/forward buttons
• Basic skills in Microsoft Office including Word, Excel, Outlook, and Teams for communication and scheduling meetings
• A passing score on the SHL Customer Service Phone Simulation Assessment is required to proceed in the interview process
• Strive to meet or exceed individual performance targets in key areas such as call average handle time (AHT) quality of call, attendance, adherence, and other contact center objectives specific to the call center and job role
• Demonstrate empathy and patience when assisting callers with difficult inquiries or complex requests
• Exhibit a strong attention to detail
• Consistently adhere to all company policies, including HIPAA/PHI regulations
• Contribute to a positive team environment