[Hiring] Call Center Representative @C2Q Health Solutions

Role Description

The Call Center Representative is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment.

• Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor.
• Schedule patient appointments accurately using the organization's electronic medical record (EMR) system.
• Respond to patient inquiries regarding services, appointment availability, billing, and other general information.
• Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines.
• Verify and update patient demographic and insurance information during calls.
• Educate patients on healthcare services, office policies, and available resources.
• Document all patient interactions and maintain accurate call records in the appropriate systems.
• Document patient complaints and escalate complex issues to the appropriate department or supervisor.
• Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience.
• Follow HIPAA regulations to maintain patient confidentiality and data security.
• Achieve performance goals, including call quality, response time, and customer satisfaction metrics.
• Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution.
• Adhere to company and department policies and procedures.
• Adheres to all applicable compliance requirements and the Code of Conduct.

Qualifications

• EDUCATION: Associate degree preferred or equivalent relevant call center years of experience preferred.
• Able to pass a typing test with at least 40 WPM.
• Bilingual Requirement: Korean.
• 1 – 2 years experience in customer service, quality, and/or auditing experience.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and meet assigned deadlines.
• Excellent organizational skills, accuracy, and attention to detail.
• Ability to operate both independently and collaboratively as required.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Requirements

• This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements.
• Employees must have access to a modern personal computer that meets the following minimum standards:
• PC or Mac desktop or laptop, manufactured within the last five (5) years.
• Supported operating system:
• Windows-based devices must run the latest version of Windows.
• Apple devices must run the latest version of macOS.
• Minimum system capability:
• Processor: 3.0 GHz or faster.
• Memory: At least 8 GB RAM.
• Storage: Sufficient free disk space to support required applications.
• Display: Minimum screen resolution of 800 x 600.
• Reliable high-speed internet connection with minimum speeds of:
• 25 Mbps download.
• 10 Mbps upload.
• Private, quiet workspace that supports confidential conversations and HIPAA compliance.
• Device must have up-to-date antivirus and security protections.
• Operating systems must be configured to receive automatic updates.

Benefits

• After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to:
• Monitors.
• Office chairs.
• Desktop or laptop computers.
• Webcams or cameras.
• Battery backup or surge protection equipment.
• This reimbursement is not provided upfront and eligibility is subject to company policy, documentation, and approval.

Physical Requirements

• Individuals must be able to sustain certain physical requirements essential to the job, including:
• Sitting/Stationary positions – Duration of up to 6-8 hours a day for consecutive hours/periods of time.
• Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills (i.e., typing, use of equipment, etc.).
• Sight/Visual Requirements – Must be able to read orders and type/write documentation, etc. with accuracy.
• Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from stakeholders and intake information through audio processing with accuracy.
• Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Disclaimer

Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.