Healthcare Customer Service Expert - Phone Intake

Overview:

As a Healthcare Customer Service Expert in a high-volume call center environment, you will be the first point of contact for patients needing home healthcare services. You will handle 60-65 inbound calls a day ranging from healthcare service requests to more complex inquiries.

Hiring for multiple positions! Shift: Monday - Friday, 9:00AM - 5:30PM EST

Location – 100% Remote
Start Date – Monday, May 5th 2025

Hourly Rate - $17.50/hr. + Monthly Bonus Incentive opportunity

Training & Nesting Period – 3 weeks Training followed by 5 weeks in Nesting (Nesting is the phase after formal training where new hires apply their skills in a live environment with added support.

Training & Nesting Hours – Monday – Friday 9:00am – 5:30pm EST

Assigned Shift After Training & Nesting: Monday - Friday, 9:00AM - 5:30PM EST

Responsibilities:

A Day in the Life of a Phone Intake Associate
• Work Environment: Work from home in a remote and high-volume healthcare call center.
• Call Handling: Manage 60-65 incoming calls daily from providers, referral sources, and patients through an inbound queue.
• Customer Assistance: Utilize multiple applications and a dual monitor setup to assist customers with initiating healthcare services. This includes durable medical equipment, home medical equipment, providing information, and answering questions related to service registration.

Call types include:
• * Inquiry Calls: Check the status of new service requests.
• New Service Requests: Submit initial requests for items like wheelchairs, wound care, diabetic supplies, etc.
• Work Schedule: Team members work an 8-hour shift with a 30-minute lunch break and appropriate breaks throughout the day.

This role is for you if:
• You aim to meet or exceed individual performance targets in areas such as call quality, attendance, adherence, and other contact center objectives.
• You excel in showing empathy and patience when handling difficult callers or complex requests.
• You possess a keen eye for detail.
• You adhere to all company policies, including HIPAA/PHI regulations.
• You are fun to work with! We're looking for team members who bring joy to the work they do.

Qualifications: • Education: High School Diploma or GED. • Experience: Minimum 2 years of customer service experience in a call center environment, and 1 year working in healthcare with medical terminology. • Technical Skills: Proficient with navigating dual monitors and multiple applications. • Keyboarding: Type at a speed of 30 WPM with ability to perform data entry while actively listening. • Search Engine Use: Competence in tasks like clicking, troubleshooting, opening a browser, bookmarking sites, and navigating with back/forward buttons. • PC Skills: Basic skills in Microsoft Office including Word, Excel, Outlook, and Teams for communication and scheduling meetings. • Assessment: A passing score on the SHL Customer Service Phone Simulation Assessment is required to proceed in the interview process.

Internet Requirements: • Speeds: Minimum 2 Mbps upload and 10 Mbps download. • Connection Type: High-speed Fiber or Cable required. • Prohibited Connections: DSL, Satellite, Wireless, and Hotspot due to poor reliability. • Hardwiring: Must use an ethernet cable while working.

What we offer:
• Starting Pay: $17.50 / hour + Monthly Incentive Bonus Opportunity with future growth/earning potential.
• Benefits: Comprehensive health, dental, and vision coverage with HSA employer contributions and Dependent Care FSA employer match.
• Additional Perks: Generous PTO, 401K savings plan, paid parental leave, and more.
• Career Growth: Opportunities for advancement, professional skills training, and tuition reimbursement.
• Employee Discount: Up to 25% off eligible items at Walgreens.
• Work Culture: Enjoy a great culture with a strong sense of community.

CareCentrix maintains a drug-free workplace.

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We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation

CareCentrix accepts applications on an ongoing basis until a candidate is identified.

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