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Healthcare Customer Service Representative

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Job Description:

We are seeking a skilled and empathetic Healthcare Customer Service Representative to join our team. In this role, you will be the primary point of contact for customers, providing exceptional service and support via phone, email, chat, and social media.

Responsibilities:

  • Field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns
  • Calmly attempt to resolve and de-escalate any issues
  • Escalate interactions when necessary and appropriate
  • Respond to requests for assistance and/or possible processing payments
  • Track all call related information for auditing and reporting purposes
  • Provide feedback on call issues
  • Upsell if required

Qualifications:

  • High School Diploma or equivalent
  • Minimum of 6 months of customer service experience
  • Must be 18 years of age or older
  • Ability to type at least 25 words per minute
  • Comfortable with desktop computer systems and have general knowledge of Windows-based systems
  • Customer service and/or sales experience preferred
  • College degree preferred but not required

Key Competencies:

  • Process Excellence: Demonstrate commitment to following established procedures and be customer service driven
  • Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
  • Communication: Outstanding communication, listening, and analytical skills
  • Organizational Skills: Strong organizational and problem-solving skills
  • Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused
  • Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
  • Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
  • Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience

Work from Home Requirements:

  • Internet Requirements:
    • Minimum subscribed download rate equal or exceeds 15.0 Mbps
    • Minimum subscribed upload rate equal or exceeds 5.0 Mbps
    • ISP must have no packet loss and ping under 50ms
    • Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
    • Proof of internet speed required
  • Clean and quiet workspace

We believe in creating an environment where our employees feel valued, inspired, and supported. We strive to provide a workplace that is conducive to happiness and a healthy work-life balance.

We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

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2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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