Bilingual Customer Service Representative

Sequence Health is working to provide superior patient conversion solutions to healthcare organizations. Our value system is centered around continuously improving the patient healthcare experience. We pride ourselves on hiring team members who can work independently but also enjoy being part of a team and like to continuously learn and grow.

Medical Contact Center Representative

Sequence Health has an immediate opening for a Spanish Bilingual Contact Center Representative. This position is being offered as a remote position.

We are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Contact Center Team, you will have the opportunity to deliver one-on-one Customer Service support to patients all over the United States. The key tasks include telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care. Ability to work remote is available

We seek individuals that not only can perform work independently but also enjoy being part of a team and like to continuously learn and grow! Varying shifts available!

Ideal candidates for this position:

• Excellent Customer Services skills
• Capable of multi-tasking in a fast-paced environment
• Remain calm and courteous under pressure
• Proficient with computers and navigating web-based applications

Job Responsibilities

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels
• Meets and exceeds call volume standards
• Adheres to all HIPAA policies
• Adheres to all Sequence Health policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to physicians/practice manager/triage nurse
• Make reminder calls as requested
• Make calls to reschedule appointments when necessary
• Provide assistance with call backs and other projects as call volume permits
• Other reasonably related duties as assigned by supervisor or manager
• Bilingual in English and Spanish

Qualifications and Skills

• 1+ years experience working in a call center preferred
• 1+ years experience working in a medical or healthcare environment preferred
• Previous medical scheduling experience preferred
• Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
• Ability to handle confidential and sensitive information
• Ability to handle a "call center" environment: work quickly and multi-task
• Ability to multi-task using several systems and multiple monitors at the same time
• Proficient with technology, software applications, and phone systems
• Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results
• Bilingual in English and Spanish
• Immigration or work visa sponsorship will not be provided

Employee Benefits

• Health, Dental, Vision, Life Insurance, Short and Long-Term Disability, Flexible Spending, EAP
• Paid Time Off and paid holidays

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