Inbound Call Center Representative Healthcare

Valora Medical Group - Irving, TX

Full-time - Entry Level

Irving, TX

About the position

The Healthcare Call Center Representative at Valora Medical Group is responsible for managing incoming patient calls, assisting with appointment scheduling, and addressing general inquiries about services. This role emphasizes providing excellent customer service and ensuring a positive patient experience by resolving issues promptly and effectively. The representative will work onsite in Irving, Texas, and must be reliable and adaptable to various patient needs.

Responsibilities

• Triage patient calls to determine the appropriate level of care.
• Assist patients with questions related to services such as prescription refills and appointment scheduling.
• Identify and resolve the root causes of patient no-shows.
• Promote wellness and educational events to patients.
• Educate patients on preventative care and follow-up care.
• Utilize probing skills to identify patient needs and provide timely solutions.
• Build sustainable relationships with patients and engage them by going the extra mile.
• De-escalate situations involving dissatisfied patients and offer support.
• Conduct surveys regarding patient experiences and ensure engagement within the first 10 days of enrollment.
• Document patient interactions and direct them to appropriate personnel for resolution.
• Guide callers through troubleshooting and navigating the company site or app.
• Review patient information and provide updates regarding services offered.
• Collaborate with Valora Medical Group professionals to improve patient experience.
• Help train new employees on patient management policies.
• Implement patient retention initiatives based on feedback.

Requirements

• High School Diploma or equivalent.
• 3+ years of customer service experience, preferably in a call center environment.
• 2+ years of healthcare experience.
• Bilingual in English/Spanish or English/Mandarin is required.
• Intermediate experience with Microsoft Office.
• Experience with EMR systems, preferably E-ClinicalWorks (eCW).
• Strong phone and verbal communication skills with active listening abilities.
• Customer-focused and adaptable to different personality types and needs.
• Empathetic attitude and patient-focused approach.
• Reliable transportation to commute to the office.
• Ability to multitask and handle various priorities.

Nice-to-haves

• Experience in healthcare preferred.
• Candidates seeking externships in the medical field may be considered.

Benefits

• Health savings account
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Referral program
• Retirement plan