Call Center Specialist - Digitech - Remote

Sarnova

1d•Remote

About The Position

The Call Center Specialist plays a key role in delivering high-quality customer service within a fully remote, high-volume call center environment. This individual is responsible for handling incoming patient calls with professionalism, empathy, and accuracy. Success in this role requires the ability to remain calm under pressure, manage competing priorities, and provide clear, compassionate support to patients navigating billing-related questions.

Requirements

High School Diploma or Equivalent required
Proficient computer skills, including working knowledge of MS Outlook, Word, and Excel
Ability to type a minimum of 40 WPM with accuracy
Maintains composure under pressure and remains calm in high-volume or challenging situations
Able to manage a high workload efficiently while meeting tight deadlines
Demonstrated ability to handle sensitive conversations professionally and uphold a positive company image during all phone interactions
Strong problem-solving skills, including the ability to identify issues, ask the right questions, and determine appropriate resolutions
Clear, professional communication skills with the ability to explain information and solutions courteously
Exceptional attention to detail and accuracy in documentation and call handling
Skilled at multitasking, organizing, and prioritizing work to ensure timely completion of all responsibilities
Reliable, punctual, and dependable with a strong commitment to team success
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Nice To Haves

Bilingual (English/Spanish) preferred
Familiarity with insurance billing is a plus; comprehensive training is provided

Responsibilities

Answer a high volume of incoming patient calls in a remote call center environment, providing prompt, courteous, and accurate assistance
Listen actively and demonstrate empathy while addressing patient questions, concerns, and billing inquiries
Evaluate caller needs and determine the correct resolution path while following client-specific rules, workflows, and service expectations
Handle all incoming calls by gathering information, resolving issues when possible, and completing any necessary follow-up actions, which may include sending emails, obtaining additional details, and returning calls to provide a full resolution
Research issues by reviewing account details, contacting third parties, or gathering additional documentation as needed
Complete follow-up actions such as placing outbound calls, sending emails, or faxing requested information to support full resolution
Maintain detailed, accurate documentation of all calls and actions taken in the patient account system
Protect confidentiality by strictly adhering to HIPAA regulations and Digitech’s compliance standards at all times
Meet or exceed established daily quotas
Manage workload efficiently while remaining flexible and adaptable in a fast-paced, high-volume environment
Contribute to a positive team culture by communicating effectively, asking questions when needed, and seeking continuous improvement
Additional job duties as assigned