Patient Experience Representative - Call Center - TEMP

Summary: The Patient Experience Representative (bilingual in Spanish preferred) supports patients contacting CHOICE Healthcare Service for patient care related inquiries. This includes new patients who would like to establish care or existing patients with specific or general care needs. This position provides best-in-class customer service and communications via multiple channels and platforms and serves as back-up support for clinic calls and other tasks as assigned.

Position is 100% remote and we provide equipment and ongoing support.  

TEMP for 90 days and with the option to extend assignment another 90 days.  

Current shift we have available is 9:30am-6:00pm PST.  

Seeking candidates that live in Nevada, New Mexico, Colorado or Arizona.  

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Answer high volume of incoming calls and place outbound calls using established service standards, phone/email/chat etiquette, and communications scripts, and respond to patient inquiries as they relate to healthcare services.
• Act as primary point of contact for patients via phone, email and chat systems demonstrating high levels of comprehensive customer service as a Brand Ambassador to nurture and build long-lasting relationships built on trust and exceptional customer service.
• Determine how best to handle the phone calls, emails, and chat messages, and take necessary action with the goal to convert calls to scheduled appointments for CHOICE clinics.
• Review insurance eligibility for applicable callers when scheduling appointments or communicate with the virtual benefits team to verify eligibility as appropriate per protocol.
• Verify that all information is accurate and updated at each patient contact point.
• Contact and schedule referral patients with high levels of comprehensive customer service and follow-up with referral partners as appropriate to maintain positive relationships and efficient patient information transfer.
• Document in patient management system and shared tracking files the results of contact.
• Maintain strict patient/client confidentiality at all times.
• Direct contacts (non-patient care-related communications) to the appropriate person or department.

Education and/or Experience: 

• High School diploma or equivalent
• Bilingual in Spanish, preferred
• 6+ month years of customer service experience, preferably in a call center environment