CALL CENTER REPRESENTATIVE - PR

C2Q Health Solutions • New York, NY

6d • $34,000 - $40,000 • Remote

About The Position

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.

Requirements

• 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: Spanish, Russian, Chinese, Bengali, 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.
• 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
• Ability to install and run required secure remote-access applications
• 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 Stable connection suitable for voice and system-based work Wired Ethernet connection preferred
• Private, quiet workspace that supports confidential conversations and HIPAA compliance
• Employees must acknowledge that they have an alternative means of working in the event of power or internet service outages to ensure continuity of job responsibilities.
• Device must have up-to-date antivirus and security protections
• Operating systems must be configured to receive automatic updates
• Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication
• Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance.
• 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 (ie. 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. In addition, must be able to speak comfortably and clearly with language motor skills.
• Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree