Contact Center Associate

[Hiring] Contact Center Associate @DeliverHealth

Jul 02, 2023 - DeliverHealth is hiring a remote Contact Center Associate. 📍Location: USA.

JOB OVERVIEW:

Responsible for providing customer service on behalf of healthcare organizations, engaging with patients for scheduling and/or rescheduling of appointments and triaging calls through messaging for clinical or billing related calls. Between calls, the individual will be responsible for working waitlists, updating demographics and medical record data.

DeliverHealth celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or DHS policy. If you need an accommodation because of a disability for any part of the employment process, please call 937-319-4458 X812 and let us know.

JOB DUTIES & RESPONSIBILITIES:

• Provide customer service assistance to patients for appointment scheduling, rescheduling or bundle appointment scheduling.
• Responsible for being available within call center queues as required by customer request.
• Triage clinical and billing calls to client through messaging within the EHR.
• Maintain call documentation by entering complete and sufficient information.
• Monitor, manage, and document all actions within an EHR (Electronic Health Record) system(s).
• Achieve or exceed quality and productivity standards based.
• Communicate effectively with management regarding any needed updates or revisions to workflow, process or training materials.
• Able to accurately access and update, if needed, the patient demographic and/or clinical data as trained and appropriate.
• Responsible for completing all required learning events and training.
• Responsible for operational support with ability to work weekends and/or holidays, as client requests.
• Other duties or projects as assigned.
• All DeliverHealth employees must follow the organization's privacy and information security policies. There are no exceptions to this expectation.

KNOWLEDGE, SKILLS, & ABILITIES

Technical

• Exceptional customer service skills: handling high pressure situations, be empathetic to others.
• Strong computer skills to include using multiple applications simultaneously including MS Office, Teams, and EHR.
• Strong critical thinking and problem-solving skills.
• Effective and professional communication skills, both written and verbal.
• Dependable and punctual - strong time management skills.
• Detail oriented, understands and works well with varying standards and processes.
• Preferred, not required: Experience with EHR systems and scheduling of patient appointments, within an EHR application: Epic, Cerner, Meditech, Athena, NextGen, eClinicalWorks, or other.

Must have a basic understanding with the following:

Agent Must have a working knowledge of the following:

• MS Office - Outlook, Word, Excel, Teams
• Online meeting and collaboration tools such as Teams, Webex, Zoom

Must have remote work environment:

• High Speed Internet with at least 30GB down and 5GB upload speeds
• Quiet and Private workspace
• Back Up phone source
• Ability to attend online web meetings as needed
• EDUCATION & EXPERIENCE:
• Two or more years of Customer Service experience.
• Preferred, not required, bi-lingual English and Spanish.
• Minimum 1 years' experience working in the healthcare industry and/or customer support role call center preferred.
• High School Diploma minimum, some college or technical education is a plus.

Relevant Certifications considered an asset, HDI, etc.

• 💸 $22k-$28K WorldwideNew

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