Care Team Call Center Representative

Performance-Home-Medical; Houston (TX); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k

Paid holidays

Onboarding and training program

Job summary

Performance Home Medical in Houston, TX is seeking a motivated, high-energy individual to join our Customer Service Call Center. You will engage with patients, providers, and referral sources to deliver exceptional support, while learningPHM products and services.

Responsibilities include handling calls, educating customers on resupply options, processing orders, and collaborating across departments to ensure patient satisfaction.

Qualifications

• Healthcare customer service experience preferred but not required.
• Strong computer skills and proficiency with phone systems.
• Typing speed of at least 30 words per minute.

Responsibilities

• Answer incoming calls from patients, providers, and referrals.
• Maintain knowledge of PHM products and services.
• Generate and process supply orders accurately and timely.
• Collaborate with PHM staff to support patients.
• Meet performance metrics: calls handled, AHT, productivity.
• Handle other duties as assigned by supervisor.

Skills

Customer service

Call center

Multitasking

De-escalation

Strong communication

Computer skills

Empathy

Typing 30 WPM

Tools

Phone systems

Job description

Performance Home Medical has been a leader in providing quality products and services since 1995.At Performance Home Medical, our patients come first. Using the latest technology and best clinical support, we help our patients take control of their conditions and live longer and healthier.We are seeking a motivated, high energy, individual to join our Customer Service Team in our Call Center. As a part of our Customer Service team, you must be responsible, reliable, detail orientated and can multitask in a fast-paced environment. You must also have good people skills to deal with patients, referral sources, and insurance companies on the phone and internet. Previous professional experience or educational background in healthcare customer service or is a plus but not required. A background in medical equipment preferred but we will train the right candidate.We’ve got a fun, positive, performance-oriented team with a great culture and offer an extensive benefits package including Medical, Dental, Vision, Life, AD&D, 401k, EAP, 8 paid holidays and more. We also offer a comprehensive onboarding and training program to help ensure your success.Job descriptions and needs would entail but not limited to:Answering incoming calls from Sleep, Providers and Scheduling queue in an efficient and courteous mannerMaintain a current knowledge of products offered by PHM.Proactively offers and educates callers on resupply and private pay items sold by PHM.Generate new supply orders and process them according to procedure, ensuring timely and accurate resupply for patients.Collaborate with other PHM employees/departments to provide exceptional support to patients.Meet key performance metrics, including calls handled, average handled time and productivity.Other tasks that may be assigned by direct supervisor or manager, as needed.Technologically proficient with strong computer skills.Compassionate and empathetic with a commitment to providing the highest level of patient/customer care.Responsible and reliable.Quick learner.Team player that will contribute to a professional and fun working environment.Skilled in the art of de-escalation when problems arise.Troubleshooting patient issues with equipment, in person and over the phone.Operate phone systems in a professional manner.Excellent communication skills, both verbal and written.Problem solver with a demonstrated track record of high performance.Positive attitude and a willingness to assist the team as needed.Highly organized and detail oriented.Procuring and completing any necessary documentation required.Prior knowledge/hands-on experience with PAP equipment - Preferred.Ability to type minimum of 30 words per min.