Note: The job is a remote job and is open to candidates in USA. Guideway Care is The Patient Activation Company™, focusing on activating patients through innovative technology. The Bilingual Customer Service Representative will provide one-on-one customer service support to patients, handle telephone interactions, and document patient interactions to enhance 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
- Any other duties necessary to drive our values, fulfill our mission, and abide by our company values
- Excellent customer services skills
- Capable of multi-tasking in a fast-paced environment
- Remain calm and courteous under pressure
- Proficient with computers and navigating web-based applications
- This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position
Skills
- 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
- 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
- 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
- Bilingual in English and Spanish
- 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
- Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes
Benefits
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Flexible Spending Account (FSA)
- Company paid short- and long-term disability
- Employee Assistance Program
- Life Insurance
- Accident insurance
- Other voluntary benefit programs for employees and their eligible dependents.
- 401(k) retirement plan with a company match
Company Overview
Guideway Care works with companies, hospitals, specialty practices & health plans to support patients from initial interest. It was founded in 2016, and is headquartered in Birmingham, Alabama, USA, with a workforce of 201-500 employees. Its website is https://guidewaycare.com/.