Job Abstract

• High School Diploma or GED required. Associate’s Degree preferred
• 1+ years of customer service experience required
• 1-2 years of healthcare experience desired
• Inbound call center experience preferred
• Call Center, Medical Office/Clinic, front desk, or first point of contact in a customer service environment preferred
• Ability to type a minimum of 25 wpm
• Excellent organizational and computer skills and ability to multi-task while speaking with patients
• Excellent listening and comprehension skills to determine key information by patient
• Professional, courteous telephone voice
• Dependable, reliable and trustworthy
• Ability to defuse conversations and escalate if necessary
• Ability to handle confidential information; HIPAA experience is a plus.
• Detail Oriented – Accurately process and document information ensuring data integrity
• Ability to follow scripted information while interacting with patients and a willingness to escalate situations as appropriate
• Flexibility with scheduling
• Ability to receive feedback on job performance
• Bilingual Patient Coordinators must be able to converse in Spanish and document in English simultaneously

• Must be able to provide a HIPAA-compliant workspace during training and your regular shifts
• Must be able to pass a pre-employment test plus have a successful background check and reference check*(references are verified)

Remote Workstation Requirements

Internet

• A reliable high speed internet connection is required for this position.
• Please select a cable internet provider. Examples include Xfinity/Comcast, AT&T, Spectrum.
• Satellite internet and cellular hotspots are not sufficient to adequately connect to our servers.
• You must hardwire your internet from your modem or Ethernet jack to your work computer.
• WiFi is not acceptable and disrupts the connection to our servers.
• The minimum bandwidth speeds must be fast enough for 23 megabits download and 10 megabits upload
• Test your home internet speeds here
• Please verify this information with your internet provider
• Please note these requirements do not include other demands on your internet (e.g. another household member working from home, streaming videos, streaming music, online gaming).
• It is your responsibility to either limit activities like the ones mentioned above or work with your internet provider to increase your bandwidth so you can work without issues.

Telephone

• A reliable telephone line is required for this position, at the employee’s expense: this must be a land-line phone or a voice-over line provided by the same company as your internet (VOIP brands like MagicJack, Ring Central, Google Voice, etc. are not acceptable)
• Your phone line must be directly connected from your workstation to your phone jack or modem (depending on your phone line setup).
• Prior to the beginning of orientation, request and confirm with your phone carrier that the following services are disconnected. Please be aware that the disconnection of these services can take up to 24 hours.
• Call waiting
• Call forwarding
• Voicemail

Workstation

• Allow enough space to provide room for 2 (two) 27” computer monitors, a computer, a keyboard, a mouse, and a dial pad/phone, which is company provided.
• Arrange your workstation where you can hardwire to your internet and phone line.
• Your workstation must be located in a room where there is a door with a lock.
• HIPAA compliant and protects PHI
• Prevents disruptions during work hours

Physical and Environmental Demands

• Job performed in a well-lit, modern office setting
• Occasional lifting (20 pounds or less)
• Visual and Auditory acuity
• Manual and finger dexterity
• Occasional stress
• Occasional pushing, pulling, carrying, lifting, bending, and reaching
• Frequent work on a PC/Computer
• Prolonged telephone work and prolonged sitting