Sequence Health is hiring a
Bilingual Customer Service Representative

Summary

Sequence Health is hiring a Bilingual Contact Center Representative for a remote position. The role involves delivering one-on-one customer service support to patients across the US, with key tasks including telephone interactions, documentation of patient interactions, and adhering to HIPAA policies. Ideal candidates have excellent customer service skills, can multi-task in a fast-paced environment, remain calm under pressure, are proficient with computers, and have experience in healthcare, sales, or customer service.

Requirements

Bilingual in English and Haitian Creole

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

Preferred Qualifications

• 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