Inbound Customer Service Representative (Hospice Care)

Summary

Join STA Personnel Solutions South Africa, a global BPO company, as an Inbound Customer Service Representative for a USA-based Hospice Healthcare client. This remote role requires you to work PST hours (Pacific Time) on a 5-day rotating shift schedule, Monday through Sunday, with two rest days in between. You will be responsible for managing all aspects of the patient intake process, including establishing and maintaining positive relationships with customers and referral sources. This position requires excellent English communication skills, empathy, and patience, as well as a minimum of one year of experience in a customer service role. A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and a reliable power backup solution are mandatory requirements for this role.

Requirements

• Sophisticated with exceptional English communication skills
• Ability to display empathy and patience when addressing customer concerns
• Minimum of one year experience in a customer service role, dealing with customers over the telephone or in person
• Computer literate (Word, Outlook)

Responsibilities

• Manage all aspects of the patient intake process, including establishing and maintaining positive relationships with customers and referral sources
• Respond to customer requests and concerns promptly and professionally
• Handle insurance verification and authorization processes
• Schedule appropriate staff to meet with patients and families to discuss hospice services in a timely manner
• Coordinate hospital discharges and general admission processes
• Perform data entry tasks, keeping all admission tracking logs up-to-date