Remote Position
OI-Infusion is looking for a detail-oriented Call Center Specialist with a passion for patient care to manage the dedicated customer service line. The Call Center Specialist will provide support to the Patient Support team and provide account follow-up, play an important role in customer satisfaction, and be able to assist our patients with a level of empathy, thoughtfulness, and knowledge. This professional will play a pivotal role in providing support to both patients and healthcare providers while adhering to healthcare regulations.
Pay Range:$19-25 per hour. Compensation for the role will depend on several factors, such as location, qualifications, skills, competencies, and experience.
Responsibilities
- Responsible for owning, handling, and resolving complex issues.
- Oversees flow of inbound customer calls from patients and health professionals.
- Follows up with patients on outstanding balances and process payments, if applicable.
- Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication, and follow-through to closure.
- Manages multiple channels of communication (Phone, Teams, E-mail) within a timely manner.
- Provides accurate documentation of calls.
- Provide exemplary customer service to patients, co-workers, healthcare providers, and business partners.
- Respond professionally, promptly, and courteously to inbound calls and e-mails that require coordination with patients and healthcare professionals.
- Foster relations, cooperation, communication and collaboration with patients, internal departments, and business partners.
- Achieve and exceed the performance metrics and goals set for the department, while adhering to quality assurance standards.
Minimum Qualifications
- High School Graduate.
- 2+ years of healthcare customer service experience
- Familiarity with processes related to medical billing, patient balances, ability to read and understand an EOB, basic medical terminology, and claim adjustments.
- A strong patient/customer focus
- Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches.
- Positive attitude: tolerance to deal effectively with difficult and stressful situations
- Strong orientation to customer service, effective verbal/written communication skills, and overall interpersonal skills.
- Ability to work independently as well as collaboratively with a group.
- Adapts to change: Embraces changes by keeping an open mind to changing plans and processes.
- Excellent oral, written and listening communication skills; requires excellent follow-up and follow-through skills.
- Strong attention to detail, well organized and critical thinking.
- Ability to navigate multiple systems to research and resolve issues.
- Works proficiently with Microsoft applications.
As an OI Infusion teammate, you will be part of a fast-growing organization offer the following:
- A fun, challenging, and rewarding work environment.
- Competitive compensation and benefits.
- 401(K)
- Remote work flexibility
Travel Requirements: This is a remote position.
