Job Overview:

We are proud to be a premier provider of home-based acute care, dedicated to addressing the unique needs of frail, elderly, and complex patient populations. Our cutting-edge care models—Recovery at Home, Rapid Advanced Care, and Acute Care at Home—enable significant reductions in utilization and prevent readmissions for high-risk individuals. By employing a multidisciplinary team comprised of telehealth physicians, in-home paramedics, and RN care managers, we facilitate a seamless care transition that avoids the conventional acute care route from ER to admission and subsequent post-acute care. Our innovative approach not only leads to substantial cost savings but also enhances patient and caregiver experiences by minimizing hospital-acquired conditions.

Key Responsibilities:

• Engage with health plan members through inbound and outbound calls to coordinate and schedule essential health visits.
• Maintain a warm and compassionate demeanor while addressing patient inquiries and scheduling appointments.
• Conduct reminder calls to patients regarding their upcoming health visits.
• Clearly articulate the advantages of our health visits, effectively overcoming objections, and ensuring patient screening aligns with our services.
• Diligently document customer feedback and any special requirements in our referral system.
• Proactively identify and resolve member issues, anticipating future needs and providing necessary information.
• Support after-care requests related to medical equipment, documentation, and pharmacy needs.
• Efficiently navigate a Windows-based system to access relevant information for customer support.
• Perform additional responsibilities as dictated by company requirements.

Required Skills:

• Experience in a healthcare or community-based setting is highly valued.
• A strong commitment to delivering exceptional customer experiences and an alignment with our organizational mission.
• Exceptional verbal and written communication abilities, particularly in phone interactions.
• Proficient data entry skills with the capability to manage multiple computer screens during calls.
• Demonstrated time management, multi-tasking, and prioritization skills in a dynamic environment.
• Ability to work independently and collaboratively as a contributing team member.

Qualifications:

• A minimum of 6-12 months of experience in inbound/outbound call center roles.
• Preferred experience in soft sales, along with customer service exposure in retail, hospitality, or similar environments.
• High School Diploma, GED, or equivalent communication competency.
• Bilingual Spanish speaking skills are preferred.
• Proven capability to effectively convey the benefits of services or programs, successfully addressing objections.
• Experience in a metrics-driven performance environment is advantageous.

Career Growth Opportunities:

Joining our organization presents significant prospects for professional development and advancement within the healthcare industry. Your contributions will play a vital role in shaping the future of patient care and enhancing community well-being.

Company Culture and Values:

We pride ourselves on fostering a compassionate and supportive work environment that prioritizes collaboration and teamwork. Innovation guides our approach to improving healthcare delivery, and we are committed to creating a workplace where every team member feels valued and empowered.

Networking and Professional Opportunities:

As part of our team, you will have the chance to build valuable professional relationships and engage in networking opportunities that align with your career ambitions. We encourage participation in collaborative initiatives that foster skill development and professional growth.

Compensation and Benefits:

We offer a competitive salary commensurate with experience, along with a comprehensive benefits package. This includes health, dental, and vision insurance, a retirement savings plan with company matching, generous vacation and paid time off, and flexible working arrangements that support work-life balance.

Special Considerations:

• Reliable internet speed and broadband connection (20 Mbps download and 5 Mbps upload).
• A secure/private area in your home to work from.
• The capacity to function effectively in a remote work environment.
• Location: Remote, United States (EST preferred).

Cover Letter Requirement:

Candidates are encouraged to submit a cover letter detailing:

• Their interest in this role.
• Relevant experience in inbound and/or outbound call settings, highlighting notable achievements.
• The average volume of calls handled in previous positions.