Textcare Customer Service Representative

TextCare Customer Service Representative

One to One Health is an innovative healthcare company that prides itself on delivering relationship-driven care. One to One was founded by a primary care physician whose passion is delivering superior healthcare outcomes with a focus on patient experience and eliminating barriers to care. One to One Health is excited to be growing TextCare, a comprehensive telemedicine service that empowers patients to initiate care journeys with a text message. The service meets patients in their preferred communication channel and delivers care that ranges from prescription refills and telehealth visits to complex specialty referral and chronic condition management.

About the role:

This is an exciting opportunity for a motivated customer-service specialist to join the rapidly growing TextCare team. The Customer Service Representative (CSR) is the starting point for each telehealth encounter and plays a vital role in maintaining continuity of care. The CSR builds relationships with patients through responsive, clear, and effective communication. The day-to-day role involves triaging patients and coordinating care; dynamically responding, scheduling, charting, referring, setting tasks, and initiating follow-up. The TextCare team communicates with and treats patients in a caring and compassionate manner using multiple communication methods, including text, phone, video, and email. The ideal representative is proficient with technology, focused on patient experience, and enjoys a dynamic collaborative environment – working closely with providers to deliver seamless care.

What you can look forward to owning:

• Monitoring the patient engagement software for incoming messages and responding to those messages with a patient-first approach.
• Delighting patients with timely and compassionate responses, building the initial relationship that makes TextCare their preferred healthcare resource for problems big and small.
• Conducting initial patient intake, confirming their identity, reviewing previous uses, and directing them to available providers.
• Maintaining effective communication and continuity of care – connecting patients and providers in a timely and seamless manner.
• Securing patient information while maintaining patient confidence by completing and safeguarding medical records.
• Dynamically support TextCare, coordinating closely with providers while maintaining TextCare operational efficiency.
• Assisting with scheduling and other care coordination activities.
• Protecting the practice by adhering to professional standards, federal, state, and local healthcare policies.

The essential skills you’ll need to bring:

• Desire to delight patients with timely responses, clear and professional communication, and a steadfast willingness to find solutions to any and all problems.
• 1+ years of work experience, preferably in Customer Service or healthcare.
• Strong communication skills, including active listening and empathy, to effectively address patient needs and concerns and coordinate care.
• Proficient in basic technology (Microsoft products, etc).
• Ability or willingness to learn patient engagement software / Customer Service systems that enable omnichannel (text, phone, video, email) communication with patients and teammates.
• Ability or willingness to learn basic Electronic Medical Record (EMR) systems.
• Ability to multi-task and work independently in support of a close-knit team.
• Professionalism, teamwork, and organizational skills.

What we have to offer:

One to One Health is an equal opportunity employer and does not discriminate in hiring based on race, color, creed, religion, sex, sexual orientation, national origin, age, disability, pregnancy, genetic information, gender identity, or veteran status.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule: Day shift (40 hours per week total)

Compensation: $16-$18/hour, based on experience

Work Location: This role will be in-person, at our corporate location in Chattanooga, TN.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person