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Role Description

As a Healthcare Customer Service Expert within a high-volume call center environment, you will serve as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. You will handle approximately 60-65 inbound calls a day ranging from healthcare service requests to more complex inquiries.

Work from home in a remote and high-volume healthcare call center.
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 including durable medical equipment and home healthcare services.
Call types can include:
Inquiry Calls: Checking the status of service requests.
New Service Requests: Submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc.
Team members work an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day.

Qualifications

High School Diploma or GED.
Minimum 2 years of customer service experience in a call center environment, and 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.

Requirements

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.
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, bringing enthusiasm, fun, and enjoyment to work.

Benefits

Pay Range: $17.50/hour + monthly bonus incentives.
Medical, Dental, Vision, 401(k) with company match, HSA employer contributions, Dependent Care FSA employer contribution, Paid Time Off, Personal/Sick Time, Paid Parental Leave, and more.
Award-winning culture that keeps company values at the heart of everything: We Care; We Do the Right Thing; We Strive for Excellence; We Think BIG; We Take our Work Seriously, Not Ourselves.

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[Hiring] Healthcare Customer Service Expert - Phone Intake @CareCentrix