Call Center Representative (Remote)

***This is for a weekend-based shift - shifts available as follows: Sat-Wed 830am-530pm, Friday-Tues 830am-530pm***

The Call Center Representative is responsible for answering incoming calls, acting as a liaison to facilitate communication between referral sources, patients, health care agencies and tango. This role encompasses providing excellent customer service and a high level of detailed information. The CCR will establish accurate records in compliance with applicable laws and regulations and the policies of tango.

Office Location:

Office located at 7600 North 16th Street, Suite 140 Phoenix, AZ 85020 (Remote)

Responsibilities and Duties:

Responsibilities of the Call Center Representative include, but are not limited to the following:

• Develop and maintain a working knowledge of current products and services offered by the company
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• Answers busy phone lines and identifies calls to be transferred.
• Forwarding voicemails left on the company line to the appropriate department.
• Assisting the administrative team with processing faxes or emails data entry into our in-house software.
• Communicating professionally with different departments to assist patients and healthcare providers with our referral process.
• Ensuring an even distribution of work to the Intake department.
• Complying with company, state, and federal healthcare guidelines.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Calling patients for follow up, to obtain additional information and notify the patient of outcomes and statuses.
• Ensuring customer satisfaction and assisting them with issues/concerns related to their health.
• Evaluates and determines caller needs and use their knowledge to provide resolution, tracking, and if necessary, follow up from another representative
• Additional responsibilities as assigned by Supervisor

Qualifications:

• Must be at least 18 years of age.
• High School Diploma or GED, some college
• Has basic computer knowledge and experience including Microsoft Word, Excel & typing skills.
• Minimum 1 year of outbound/inbound calling experience in a Call Center, medical office/clinic or institutional setting is preferred.
• Ability to convey a positive and professional image to customers and employees
• Capable of following an issue through to its conclusion
• Home care/healthcare background is a plus but not required.
• Must be able to work at a fast pace medical Call Center managing large amounts of inbound/outbound calls while maintaining attention to details.
• Is customer service oriented with good oral and written communication skills.
• Is self-directed, flexible, cooperative, and exhibits the ability to work with minimal supervision.
• Is detail oriented and displays good organizational skills.
• Must be flexible and willing to work weekends and Holidays.
• Highly self-motivated and able to work with minimal supervision

Proven Personal Attributes:

• Ability to multitask in a fast-paced work environment.
• Ability to remain calm under pressure and manage stressful situations.
• Provide excellent and professional customer service skills with a positive, patient, and friendly attitude.
• Ability to maintain a high level of confidentiality and remain HIPAA compliant.
• Ability to establish highly productive and detailed organizational skills/habits.
• Ability to actively listen and problem solve with cooperation, assertiveness, and flexibility for positive outcomes.
• Possess strong, professional written and oral communication skills for in-person, telephonic, and electronic use.

***This is for a weekend-based shift - shifts available as follows: Sat-Wed 830am-530pm, Friday-Tues 830am-530pm***

The Call Center Representative is responsible for answering incoming calls, acting as a liaison to facilitate communication between referral sources, patients, health care agencies and tango. This role encompasses providing excellent customer service and a high level of detailed information. The CCR will establish accurate records in compliance with applicable laws and regulations and the policies of tango.