Healthcare Customer Service Expert - Phone Intake

CareCentrix is a healthcare company seeking a Healthcare Customer Service Expert to work in a high-volume call center environment. The role involves being the initial point of contact for patients and providers, managing inbound calls, and assisting with service requests and inquiries.

Responsibilities:

• Call Handling: First point of contact for patients, providers, and health plans through an inbound phone queue
• Customer Assistance: Utilize multiple applications and a dual monitor setup to ensure that our patients receive the care, supplies, equipment, and support they need, when they need it most
• Inquiry Calls: Checking the status of service requests
• New Service Requests: Submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc
• Work Schedule: Team members work an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day

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