Service Team Coordinator - Inbound Call Center Agent (Healthcare) (Remote)

ChenMed•Houston, TX

14d•Remote

About The Position

The Service Team Coordinator is responsible for outbound and inbound customer service call handling related to patient scheduling, general inquiries and other patient sales and service call interactions. The incumbent in this role is accountable for providing excellent customer service as they approach each interaction as an opportunity to support better patient health. He/She supports initiatives and medical centers across all ChenMed entities by assisting with key business functions of the department and medical centers and serving patients according to corporate policies and regulations. This incumbent is also responsible for achieving departmental quality, compliance and productivity standards while delivering VIP level customer service.

Requirements

High school diploma or GED equivalent required
A minimum of 2 years of customer service experience required; in a call center or similar environment
Must reside in the continental United States and within a state were the company is established as a business entity
Competent-level business acuity
Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
Exceptional verbal communication skills including active listening
Excellent organizational and multi-tasking skills
Passion for serving others, particularly seniors, with initiative-taking solutions
Ability to successfully operate in a demanding environment
Proficient in keyboarding as well as, Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook; competent in other systems required for the position
Availability and willingness to work overtime hours as requested by leadership and based on the staffing needs of the business
Spoken and written fluency in English
Experience with web-based customer relationship management systems

Nice To Haves

bilingual a plus (Spanish, Creole, Vietnamese preferred)
A minimum of 1 year experience working in a fast paced medical office or healthcare setting, highly preferred

Responsibilities

Operating in a call center environment, receives inbound and makes outbound customer service calls related to patient scheduling, and other general inquiries.
Responds to patient inquiries based on the ChenMed core model for care.
Escalates issues/concerns as appropriate.
Makes appropriate and timely decisions according to department standards, procedures and policies.
Documents interactions using web-based technology.
Maintains business relationship by providing prompt and accurate service to promote loyalty.
Interacts and collaborates with team members across multiple departments to promote VIP customer service and patient interactions.
Performs other duties as assigned and modified at manager’s discretion.