Call Center Representative

Overview

• Provide administrative support in a high-volume inbound call center environment handling patient inquiries and concerns.
• Assist patients by transferring calls, creating tickets, or messaging relevant team members for resolution.
• Perform registration, insurance verification, and update patient visit information accurately.
• Conduct outreach to members using various reports and assigned lists to ensure engagement.
• Obtain medical records, process care plans, and distribute educational materials to members.
• Collaborate with a team of 24 members to manage 500-600 daily calls effectively.
• Maintain empathy and build relationships with patients to address their needs and concerns.
• Work remotely with flexible hours and opportunities for professional growth.

Key Responsibilities & Duties

• Answer and manage 40-65 inbound calls daily, ensuring accurate and prompt responses to patient inquiries.
• Transfer calls to appropriate departments or team members, or create tickets for unresolved issues.
• Perform data entry tasks including registration updates and insurance verification.
• Conduct outreach to members using ad hoc lists and reports to ensure engagement.
• Collaborate with team members to manage high call volumes and maintain service quality.
• Obtain and process medical records, care plans, and visit summaries efficiently.
• Distribute educational materials to members and track consents for enrolled individuals.
• Utilize electronic medical records and Microsoft Office tools for documentation and communication.

Job Requirements

• High School Diploma or GED required; additional certifications are a plus.
• Minimum of 2 years of experience in a related field; 3 years preferred.
• Proficiency in electronic medical records and Microsoft Office applications.
• Bilingual Spanish-speaking candidates are highly preferred.
• Strong data entry skills and attention to detail for accurate documentation.
• Excellent customer service and communication skills to address patient needs effectively.
• Ability to work collaboratively in a remote team environment.
• Empathy and relationship-building skills to ensure patient satisfaction.