Customer Service Representative

Summary

Join Sequence Health as a Trilingual Contact Center Representative and contribute to superior patient conversion solutions. This remote, full-time position (11:30 a.m. to 8:00 p.m. CST) involves providing one-on-one customer service support to patients nationwide. You will handle telephone interactions, document patient information, and collaborate with patients and providers to optimize care. We are seeking motivated individuals with excellent customer service skills who can thrive in a fast-paced environment and are proficient with computers and web-based applications. This role requires trilingual proficiency (English, Spanish, and Brazilian Portuguese) and experience in healthcare, sales, or customer service.

Requirements

• Trilingual in English, Spanish, and Brazilian Portuguese
• 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
• 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
• Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet

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

Preferred Qualifications

• 1+ years experience working in a call center
• 1+ years experience working in a medical or healthcare environment
• Previous medical scheduling experience

Benefits

Remote work