At careerzynith, we're dedicated to delivering exceptional healthcare services to our patients and providers. As a key member of our high-volume call center team, you'll play a vital role in serving as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. If you're passionate about delivering top-notch customer service, have a knack for navigating complex healthcare inquiries, and thrive in a fast-paced remote work environment, we want to hear from you!
**About careerzynith**
careerzynith is a leading provider of home healthcare services, committed to empowering patients to live their best lives. Our team of dedicated professionals is passionate about delivering personalized care and support to our patients and their families. As a remote call center representative, you'll be part of a dynamic team that's making a real difference in the lives of others.
**Job Summary**
As a Healthcare Customer Service Expert - Phone Intake Representative, you'll be responsible for handling approximately 60-65 inbound calls per day, ranging from healthcare service requests to more complex inquiries. You'll work closely with patients, providers, and referral sources to provide exceptional customer service, answer questions, and resolve issues in a timely and professional manner. If you're a motivated and empathetic individual with a passion for healthcare, we encourage you to apply for this exciting opportunity.
**Responsibilities**
* **A Day in the Life of a Phone Intake Associate**
+ Work from home in a remote and high-volume healthcare call center environment
+ Handle 60-65 incoming calls daily from providers, referral sources, and patients through an inbound phone queue
+ Utilize multiple applications and a dual monitor setup to assist customers with services, including durable medical equipment, home healthcare, and providing information and answering questions related to service registration
+ Work an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day
* **Call Types**
+ Inquiry Calls: Checking the status of new service requests
+ New Service Requests: Submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc.
* **Key Performance Indicators (KPIs)**
+ Meet or exceed individual performance targets in key areas such as call average handle time (AHT), quality of call, attendance, adherence, and other contact center objectives specific to the call center and job role
+ Demonstrate empathy and patience when assisting callers with difficult inquiries or complex requests
+ Exhibit a strong attention to detail
+ Consistently adhere to all company policies, including HIPAA/PHI regulations
+ Contribute to a positive team environment by bringing enthusiasm, fun, and enjoyment to your work
**Qualifications**
* **Education**
+ High School Diploma or GED
* **Experience**
+ Minimum 2 years of customer service experience in a call center environment
+ 1 year of experience 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 the 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
**What We Offer**
* **Competitive Compensation**
+ Starting pay: $17.50/hour + monthly bonus incentives
* **Remote Work Environment**
+ Work from the comfort of your own home in a remote and high-volume healthcare call center environment
* **Formal Training & Nesting Hours**
+ First 5 weeks: Monday – Friday, 9:00am to 5:30pm EST, followed by a transition to your assigned shift
* **Career Growth Opportunities**
+ careerzynith is committed to helping you grow and develop your career in the healthcare industry
* **Learning Benefits**
+ careerzynith offers a range of training and development programs to help you enhance your skills and knowledge
* **Work-Life Balance**
+ careerzynith values work-life balance and offers flexible scheduling to support your needs
**Company Culture**
careerzynith is an equal opportunity employer and values diversity and inclusion in the workplace. We're committed to creating a positive and supportive work environment that fosters growth, learning, and collaboration. If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity.
**How to Apply**
If you're a motivated and empathetic individual with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
careerzynith is an equal opportunity employer and values diversity and inclusion in the workplace. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.
**Application Process**
careerzynith accepts applications on an ongoing basis until a candidate is identified. We encourage you to apply early to ensure consideration for this exciting opportunity.