What are the responsibilities and job description for the Call Center Representative position at HealthFlex Home Health & Hospice?
Job Type
Full-time
Description
Position Summary: The role of the Call Center Representative/Patient Service Representative at HealthFlex is pivotal to our organization's engagement with healthcare partners, patients and their families. In this position, you will be the central point of contact for our diverse customer base, offering vital assistance, information, and support regarding our healthcare services. You will engage with customers through multiple communication channels, including phone calls, emails, chat, or in-person interactions. Your primary objective is to ensure a positive customer experience, swiftly address inquiries, and resolve issues in a professional manner. Consequently, your contributions will directly influence the quality of services provided by HealthFlex and help maintain our strong reputation in the market.
Essential Duties and Responsibilities:
This section describes the essential functions of this role; however, this is not intended to be all-inclusive. Other duties may be assigned, as necessary. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of this job.
Full-time
Description
Position Summary: The role of the Call Center Representative/Patient Service Representative at HealthFlex is pivotal to our organization's engagement with healthcare partners, patients and their families. In this position, you will be the central point of contact for our diverse customer base, offering vital assistance, information, and support regarding our healthcare services. You will engage with customers through multiple communication channels, including phone calls, emails, chat, or in-person interactions. Your primary objective is to ensure a positive customer experience, swiftly address inquiries, and resolve issues in a professional manner. Consequently, your contributions will directly influence the quality of services provided by HealthFlex and help maintain our strong reputation in the market.
Essential Duties and Responsibilities:
This section describes the essential functions of this role; however, this is not intended to be all-inclusive. Other duties may be assigned, as necessary. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions of this job.
- Manages a high call volume from various customers including but not limited to; patients, families, and healthcare providers regarding services, scheduling, and general inquiries.
- Provides general information about HealthFlex’s services to potential and existing patients/clients, as well as addressing questions and concerns.
- Address and resolve patient complaints, issues, or concerns promptly and professionally.
- Managing HealthFlex’s incoming faxes and disseminating them to the correct department.
- Performs data entry duties in a timely and accurate manner across various systems.
- Ensures all emails from HealthFlex’s after-hour services are handled in a timely and sensitive manner. Flagging any urgent issues with relevant team managers.
- Collaborates with other members of the HealthFlex team to ensure smooth patient care and communication.
- Conducts timely follow-up on all customer calls that require additional information.
- Maintained records of customer interactions, inquiries, and results. Ensures that all relevant information is accurately recorded.
- Ensuring that all communication, daily practices, interactions comply with HIPAA rules and regulations.
- Be empathetic and understanding to patients and their families, particularly in challenging ro sensitive situations.
- Ordering and management of office medical supply inventory, assisting clinicians with bagging supplies, and other office related tasks.
- Performing general office management duties such as, but not limited to: faxing, photocopying, handling confidential documents.
- Escalates matters to appropriate leadership team members as appropriate.
- 1-3 years of experience within a call center or customer service representative role
- Experience demonstrating a customer service centric mindset, organizational skills and team collaboration
- Bachelor’s degree in a relevant field such as Health Administration and Business Administration desired