Care Team Call Center Representative (53910)

Performance Home Medical; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Performance Home Medical in Houston, TX is seeking a motivated Customer Service professional to join our Call Center. You will handle incoming calls, assist patients and referral sources, and help with product knowledge and resupply orders in a fast-paced environment.

We value reliability, empathy, and strong communication, with training provided for medical equipment and PHM products. On-site role with a supportive, patient-focused culture and benefits package.

Qualifications

• Experience in healthcare customer service is a plus but not required.
• Background in medical equipment preferred.
• Ability to multitask in a fast-paced environment.
• Strong communication with patients, providers, and insurers.
• Willingness to train and onboard.

Responsibilities

• Answer incoming calls from Sleep, Providers and Scheduling queue in an efficient and courteous manner.
• Maintain a current knowledge of products offered by PHM.
• Proactively offer and educate 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.

Skills

Tech proficiency

Empathy

Reliability

Quick learner

Team player

De-escalation

Troubleshooting PAP equipment

Phone systems

Communication skills

Problem solving

Organized & detail-oriented

Documentation

PAP equipment experience

Typing 30 wpm

Job description

Job DetailsJob Location: Houston Head Office - Houston, TX 77070Position Type: Full TimeJob Category: Customer ServicePerformance 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 manner


• Maintain 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.

Qualifications

• 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.