Call Center Representative (Welcome Specialist)

Inizio Engage•Yardley, PA

1d•Remote

About The Position

Inizio Engage is hiring a Call Center Representative (Welcome Specialist) to represent clients on projects involving inbound and outbound telecommunications with consumers and providers, as well as provide pull-through coaching to a team of Healthcare Communicators. The role requires excellent customer service and communication while supporting biotechnology company programs. The representative maintains quality standards, follows program scripts and guidelines, accurately collects and records program information in designated databases, and communicates empathetically with callers. The role may involve helping callers understand medical terminology, managing multiple projects, and performing administrative or other non-telecommunication duties as needed. The representative must follow company policies and Standard Operating Procedures and protect patient privacy and confidentiality in accordance with HIPAA. This position requires reliable high-speed home internet and a quiet, separate home office space. The stated base pay is $19.50 per hour; final compensation may depend on experience, skills, internal equity, and business needs.

Requirements

High school diploma or equivalent work-related experience.
Excellent verbal, written, and listening communication skills.
Competency with a computer keyboard and mouse.
Pleasant telephone manner.
Stable, reliable, high-speed home internet.
A designated, separate home office space that is quiet and away from distractions.

Responsibilities

Represent clients on projects through inbound and outbound telecommunication with consumers and providers.
Provide pull-through coaching to a team of Healthcare Communicators.
Maintain excellent quality standards for client programs and adhere to program scripts and guidelines.
Accurately collect program-required information and record it in the appropriate program databases.
Use effective communication and tele-management skills.
Communicate empathetically with callers and help them understand medical terminology as needed.
Stay organized while working on multiple projects simultaneously.
Follow company policies and Standard Operating Procedures.
Perform administrative and other non-telecommunication duties as needed to support department utilization.
Safeguard patient privacy and confidentiality in accordance with HIPAA Privacy and Security Rules.