Job Description
Octiva Healthcare offers all hours telephonic support to medical clinics and practices throughout the United States. Formed as a joint venture between two larger healthcare companies, Octiva seeks to provide 24/7/365 access and solutions to patients needing to connect with their medical caregivers.
The ideal Octiva Tele-Support Specialist will:
- Be passionate about customer service
- Be highly capable and driven
- Have strong interpersonal skills
- Be committed to their scheduled shifts, but flexible if others need changes.
The following Job Description will provide more insight into the expectations and requirements for this role:
Summary:
The Tele-Support Specialists play a pivotal role in the organization as they are the first contact patients make in seeking help. This is a remote position, requiring good internet access and excellent phone and computer skills. The Tele-Support Specialist will answer the call, identify the reason for the call, and either handle the request (for example, hours and address information, making an appointment, registering a new patient) or transfer the call to the Nursing level (all medical questions). Octiva strives to answer calls and get patients the help they need quickly and efficiently.
Essential Functions:
- Using software and experience, answer calls and determine the callers’ needs
- Respond to callers seeking information or assistance
- Schedule in-person clinic appointments for patients with their primary care doctor
- Provide answers to requests for information and non-medical questions
- Take excellent notes regarding the disposition of the call in the provider’s data portal
- Transfer the call to the Nursing level if there is a medical question or concern
- Provide process feedback and implement changes to improve our systems
Geographic Requirements:
In order to provide quality service for our patients and maintain privacy laws, we are currently looking for team members who reside in the following States:
- Alabama
- Georgia
- Iowa
- Idaho
- Indiana
- Kansas
- Kentucky
- Louisiana
- Mississippi
- Montana
- North Carolina
- North Dakota
- Nebraska
- New Hampshire
- Oklahoma
- Pennsylvania
- South Carolina
- Texas
- Utah
- Wisconsin
- West Virginia
- Wyoming
Position Requirements:
- Must be able to work one of the following shifts:
- 12 AM - 8 AM
- 8 AM - 4 PM
- 4 PM - 12 AM
- Bilingual in English and Spanish
- Ability to log into and access multiple remote applications (training provided)
- Excellent communication and interpersonal skills
- Ability to use software including Ring Central, Microsoft Office, Teams
- Responsible and compassionate
- Outstanding organizational and multi-tasking skills
- Must be authorized to work in the United States.
Education and Experience:
- High School diploma or equivalent required
- Call center or call answering experience preferred
Additional Preferences:
- Flexibility to work on weekend shifts based on agreed upon schedule.
- Ability to use Microsoft Office products, such as: Outlook, Teams, Word, Excel.
- Healthcare experience
Position Reports To:
TeleHealth Nurse Manager
Physical Demands:
- Must be able to remain in a stationary position 50% of the time.
- Constantly operate a computer
- Communicate clearly via phone/voice app
Travel:
The role is intended to be fully remote!
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change with proper notice.
remote work