Job Description

As a Healthcare Customer Service Representative, your role is pivotal in ensuring seamless communication between potential customers and the appropriate healthcare providers. You will be the first point of contact for incoming inquiries from both marketing groups and patients themselves. Your duties will extend to include answering patient queries following compliance guidelines, verifying patient information, and successfully connecting them to the right medical providers using an integrated multiline call system. Your goal is to provide exceptional service, streamline the patient experience, and facilitate effective patient-provider relationships. This role combines elements of customer service, data management, and healthcare, requiring an individual with multitasking capabilities and a passion for patient care.

What’s in it for you?

- Health Insurance (HMO)

- Competitive Salary

- Expanded maternity leave up to 120 days

- Allowances

- Paid Time offs (Vacation Leaves Are Convertible to cash if unused)

- Companywide events

- Fun & Relaxed environment

Job Details:

Onsite

Eastwood Libis, QC

Monday to Friday, 8 AM to 5 PM

Shift may move by a couple of hours depending on the time zone you will be supporting (Time zones may correspond to EST, MST, CST, or PST)

*Following US Holidays

Responsibilities:

  • Answer inbound and outbound calls promptly and professionally, ensuring a superior level of customer service.
  • Engage in meaningful conversations with potential patients, actively listening to their inquiries, concerns, and medical needs.
  • Verify all patient information using the company’s software to ensure accuracy and integrity of data.
  • Conduct initial assessments, complete compliance questions, and gather relevant medical information to facilitate the appropriate triage process.
  • Assist patients in scheduling appointments or consultations with the appropriate healthcare professionals or departments.
  • Utilize integrated multiline call system to connect patients with the right medical providers.
  • Communicate all relevant patient information to the receiving healthcare professional, ensuring the transfer of essential details.
  • Accurately document patient interactions, inquiries, and outcomes in CRM systems for future reference and compliance.
  • Log any compliance concerns on patient files, ensuring transparency and thorough record keeping.
  • Adhere to call center procedures, privacy regulations, and data protection guidelines to maintain the confidentiality and safety of patient information.

Qualifications:

  • A bachelor’s degree or a minimum of one year of experience in a BPO setting, specifically within Customer Service.
  • Experience in handling leads and orchestrating patient transfers is highly advantageous.
  • Exceptional command of both spoken and written English, capable of engaging effectively with patients.
  • Highly developed active listening skills to accurately discern patient needs and offer suitable guidance.
  • Capacity to multitask, manage a high volume of calls, and adapt in a fast-paced environment without any compromise on service quality.
  • Expertise in utilizing computer systems, diverse software, and CRM tools for precise data management and patient communication.
  • Well-acquainted with call center technology, including lead management systems and patient databases is significantly beneficial.
  • Knowledge of medical terminologies and a broad understanding of healthcare specialties are considered a plus.
  • An upbeat attitude, unwavering professionalism, and a dedicated approach to patient-centric interactions.
  • A strong sense of work ethics and commitment to fulfilling targets while delivering exceptional customer service.