Empathy-Driven Healthcare Call Center Specialist

Jobtailor; Kansas; On-site; USD 36,000 - 60,000; Full time

Job summary

Jobtailor in the United States (Kansas) is seeking an experienced healthcare call center specialist to guide patients and caregivers through the home care journey. You will provide an empathic customer service experience and ensure high-quality support for patients, caregivers, and health plans in a busy contact center.

This role requires handling time-sensitive inquiries, maintaining compliance, and meeting monthly metrics.

Qualifications

• Previous experience in a Customer Service environment.
• At least 2 years in a high-volume inbound call center or contact center environment.
• Proficiency with CRMs or Workforce Technology (Salesforce, Medflyt, Verint) preferred.
• Passion for empathy, active listening, and patient care.
• Ability to organize, set priorities and manage time effectively.

Responsibilities

• Guide patients and caregivers through their home care journey.
• Provide a high-level empathic customer service experience.
• Ensure a high-quality customer experience for patients, caregivers, and health plans in a contact center environment.
• Follow department processes and procedures.
• Meet monthly performance metrics for call availability, efficiency, quality, and wellness reviews.
• Manage high-volume inbound service center calls regarding time-off, payroll, timekeeping, process, patient, and health plan care requests.
• Follow up with patients, caregivers, and health plans regarding time-sensitive inquiries and escalations.
• Maintain exceptional customer service based on call reviews and after-call surveys.
• Accurately enter sensitive information.
• Conduct wellness reviews over the phone and record reviews to ensure caregiver service delivery and compliance.
• Screen patients and caregivers for additional programs and benefits.
• Display empathy, actively listen, and clearly communicate with callers.
• Address questions and complaints and meet internal service-level agreements and goals.
• Engage with patients and caregivers via phone calls, SMS, and email.
• Serve as a key point of contact for enrolled caregivers regarding pay discrepancies, timesheet errors, direct deposit changes, and schedule changes.
• De-escalate dissatisfied-customer situations and elevate unresolved issues to appropriate teams.
• Adhere to monthly client service and compliance standards.
• Input and update case-file and account data within CRMs.
• Manage call dashboards and reporting to assist with assignments.

Skills

Customer Service

High-Volume Calls

CRM Proficiency

Tools

Salesforce

Medflyt

Verint

Job description

Jobtailor in the United States (Kansas) is seeking an experienced healthcare call center specialist to guide patients and caregivers through the home care journey. You will provide an empathic customer service experience and ensure high-quality support for patients, caregivers, and health plans in a busy contact center.

This role requires handling time-sensitive inquiries, maintaining compliance, and meeting monthly metrics.