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About the Role

Provide unparalleled customer satisfaction by answering incoming calls, responding to service-related questions, obtaining feedback, completing required documentation, and escalating calls as needed.

Responsibilities

• Monitor all inquiry channels (email, social media, web forms, phone calls) throughout the day.
• Acknowledge each inquiry with a personalized response, ensuring timely follow-ups.
• Classify inquiries based on customer needs, including service requests, employment inquiries, and general support.
• Prioritize urgent matters, ensuring high-priority inquiries are addressed promptly.
• Direct inquiries to the appropriate department, ensuring a smooth handoff and clear communication with the customer.
• Confirm the Start of Care (SOC) date and the type of care needed.
• Provide the company’s contact number for any questions or concerns.
• Inform the customer of the next check-in date (2, 4, 6 weeks) and agree on the best time for follow-up.
• Accurately document calls, concerns, follow-ups, and other interactions in the appropriate systems.
• Make a minimum of 100 outbound calls per day, focusing on patient follow-ups while maintaining quality and professionalism.
• Handle inbound calls, outbound follow-ups, callbacks, ticketing, escalations, and appropriately route calls to the correct department.
• Work collaboratively with the Customer Service team and provide coverage/back-up support when needed.

Requirements

• Dependable, organized, professional, and comfortable handling sensitive patient and customer concerns.
• Excellent communication skills in English.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and prioritize tasks effectively.
• Proficient in using computer systems and software.
• Ability to work well in a team environment.
• Type 40 WPM.
• 1–2 years of customer service, call center, medical office, or healthcare experience preferred.
• Home care/healthcare experience is strongly preferred.
• Strong computer skills and the ability to learn and navigate multiple systems.
• 40 WPM typing speed preferred.
• Excellent communication skills, professionalism, empathy, strong problem-solving abilities, multitasking, organization, and the ability to work effectively in a fast-paced healthcare environment.
• Bilingual candidates are preferred, especially Spanish- or Russian-speaking candidates.

Skills

• Communication skills
• Problem-solving
• Decision-making
• Multitasking
• Prioritization
• Computer systems and software proficiency
• Teamwork
• Typing
• Computer skills
• Empathy

Experience Level

• 1-2 years

Education Level

• High School graduate or equivalent
• Two years of college preferred

Salary/Compensations

• $19 - $23/HR

Benefits

• Health, Dental, Vision
• 401k + Company match
• Paid Holidays
• PTO Package
• Paid Orientation
• Employee Referral Program