Full Time | Customer Service Representative

Guideway Care is The Patient Activation Company™, focused on activating patients through innovative technology. The Customer Service Representative will provide one-on-one support to patients, handling calls, documenting interactions, and optimizing patient care.

Responsibilities:

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels
• Meets and exceeds call volume standards
• Adheres to all HIPAA policies
• Adheres to all Sequence Health policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to physicians/practice manager/triage nurse
• Make reminder calls as requested
• Make calls to reschedule appointments when necessary
• Provide assistance with call backs and other projects as call volume permits
• Manage multiple clients in a fast-paced environment
• Handle high volume of phone calls, with a minimum of 6 hours per shift
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values
• This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position

Requirements:

• 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
• Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
• Ability to handle confidential and sensitive information
• Ability to handle a 'call center' environment: work quickly and multi-task
• Ability to multi-task using several systems and multiple monitors at the same time
• Proficient with technology, software applications, and phone systems
• Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results
• Able to work remotely at home in a private HIPAA compliant workspace
• Able to house company equipment needed to perform job
• Broadband Internet Access: Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
• Ability to hear in normal range and wear a headset / earpiece
• Good visual acuity to read computer screens, scripts, forms etc
• May sit 100% of the time when taking calls
• 1+ years experience working in a call center preferred
• 1+ years experience working in a medical or healthcare environment preferred
• Previous medical scheduling experience preferred