CALL CENTER SPECIALIST - IC

C2Q Health Solutions•New York, NY

1d•Remote

About The Position

The Call Center Specialist 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

One to two (1-2) years of experience in customer service, quality, and/or auditing.
Bilingual in Spanish, Russian, Chinese, Bengali, or Korean required.
Provide valid government-issued identification as proof of age to verify that they are at least 18 years of age.
Able to pass a typing test with at least 40 WPM.
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.
Maintain and utilize the necessary equipment, including but not limited to a computer, monitor, headset, and any other tools required to perform the agreed-upon services.
Ensure access to a reliable and high-speed Wi-Fi connection suitable for conducting business operations efficiently.
Successfully complete all mandatory training programs as required by the Organization.

Nice To Haves

Associate degree preferred

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.