Client Service Representative - Inbound Phones

BetterNight; Fully; Remote; CHF 21,000 - 25,000; Full time

Job summary

BetterNight is seeking a Client Services Representative for a remote call center handling inbound calls and basic triage. You will guide patients through services, devices, and appointments with a focus on first-class service and HIPAA-compliant data handling.

The role supports Pacific Standard Time shifts and a patient-centric growth team. The ideal candidate has experience in busy healthcare call centers, strong communication, and the ability to resolve issues quickly while maintaining empathy

Qualifications

• Experience in a remote, busy call center within the DME or healthcare space is preferred.
• Ability to handle a large volume of calls and resolve patient issues quickly and efficiently.
• Strong oral and written communication and problem-solving skills are required.
• Commitment to patient care, customer service, friendly and caring attitude.
• Ability to de-escalate situations over the phone.
• HS diploma or equivalent required.
• 6 months to 2 years’ experience in customer service, administration or reception required.
• Healthcare industry experience preferred.
• Spanish bilingual abilities preferred.
• Must be able to work standard business hours in Pacific Standard Time (PST).

Responsibilities

• Handle a high volume of inbound calls efficiently and effectively.
• Identify patient urgency and route requests to appropriate staff.
• Backlog voicemail and timely message delivery to staff.
• Perform outbound callbacks and respond to records requests.
• Explain pricing, copays, and insurance coverage to patients.
• Maintain HIPAA-compliant patient charts and information.
• Provide information on services and products offered by BetterNight.

Skills

Remote call center

Communication skills

De-escalation

Healthcare experience

Bilingual (Spanish)

HS diploma

PST hours

Education

HS diploma or equivalent

Job description

Job Type

Full-time

Description

We’re on the lookout for driven, patient-focused Client Service Representatives to join our REMOTE Call Center - seeking candidates for a variety of Pacific Standard Time Zone-based shifts! Come be a part of the future of Sleep Medicine! Join our Growth & Experience team and help us improve the lives of countless patients suffering from sleep apnea! We’re on a mission to make a positive impact on the lives of patients living with sleep disorders by simplifying the complex process from diagnosis to treatment. The Client Services Representative for Inbound Phones is responsible for answering a high volume of inbound calls, completing phone triage by answering basic information on services, devices, and appointments. The expectation of this position is to provide a first-class service experience, with every patient and/or physician interaction.

Core Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Efficiently and effectively manages a high volume of inbound calls
• Identifies patient urgency and routes patient requests to appropriate staff
• Participate in managing ACD group voicemail and delivers messages to appropriate party in a timely fashion
• Completes outbound call backs
• Responds to patient records requests
• Informs patients on what to expect during their appointments and provides basic education on company services
• Receive and respond to patient calls or chats guiding the patient through web-based software to therapeutic outcomes
• Ensure all area related price quotes given to customers/patients are appropriate and meet current company pricing policy.
• Explain copays and insurance coverage to patients as necessary and takes payments by phone
• Review patient records and files for accuracy and for compliance with BetterNight’s policy and procedures
• Acts as a resource (identify problems and provide solutions, implementing procedures as needed) for respiratory and all other equipment (indications, operation, maintenance, etc.)
• Take calls per the required On-Call schedule, including answering any message within 30 minutes
• Assist in facilitating non-contracted Patient return of devices i.e. contacting patient and scheduling
• With guidance from leadership, become proficient in explaining patient diagnosis and provide general information on services and products
• Creates orders as necessary
• Explain financial information as necessary
• Responsible for keeping all patient charts and information orderly, confidential, current and HIPAA compliant at all times
• Serves as a liaison between patient and other members of the healthcare team, as required
• Assist with scheduling as needed

Qualifications & Skills

• Previous experience in a remote, busy call center within the DME or healthcare space is preferred
• Ability to handle a large volume of calls and solve patient issues quickly and efficiently
• Strong oral and written communication and problem-solving skills is required
• Strong commitment to patient care, customer service, friendly, helpful and caring nature is required
• Ability to de-escalate situations over the phone
• HS diploma or equivalent required
• 6 months to 2 years’ experience in customer service, administration or reception required
• Experience in Healthcare industry preferred
• Bilingual/Spanish preferred
• Must be able to work standard business hours in Pacific Standard Time Zone (California time). Shifts will be assigned in Pacific Standard Time (PST) Zone.

Full-time employees would be eligible for various health benefits including Medical, Dental, Vision coverage, as well as access to 401(K) retirement account, and paid Holiday, Sick, & Vacation time off.

BetterNight is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with contractor's legal duty to furnish information. 4I CFR 60-I.35(C).

Salary Description

$18.00 - $22.00 / hour, DOE