Healthcare Call Center Representative

Mindlance; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Mindlance seeks a Customer Service Associate Representative for a 3-4 month remote assignment. The role involves assisting members with various healthcare options while maintaining performance metrics. Candidates must be flexible with shifts from 8am-8pm EST and have a private work space with a minimum internet speed requirement.

Qualifications

• 1+ year previous experience in a contact center setting.
• Basic Microsoft Excel, Outlook skills.
• Must be able to type more than 30 words per minute.

Responsibilities

• Conducting research on each case and reaching out to the physician's office.
• Delivering basic technical, administrative, or operative Customer Service tasks.
• Taking requests for care management from patients and physician offices.

Skills

Customer Service Skills

Empathy

Multitasking

Research Skills

Education

High School diploma or equivalent

Tools

Microsoft Excel

Microsoft Outlook

Job description

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Base pay range

$16.00/hr - $16.25/hr

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Job Title : Customer Service Associate Representative

Duration : 3-4 Months Assignment

Location : Remote

Schedule : Must be able to work any shift between 8am-8pm EST Monday-Friday.

Start Date : 08/04/2025

• Shifts will be designated during week 2 of training. Shifts can fall anywhere between 8am-8pm EST (candidates must be flexible) after they complete training. No one will be guaranteed a time slot.
• Candidates will be fully remote, but they must have a quiet and private room where they can work so that they are not violating HIPPA.
• They must have hard-wired internet set up. They will not be able to perform this role without it. They will be provided a 6’ cable with their equipment—if they need a longer one, they are required to buy their own.
• Their internet speed has to be a minimum of 5 mbps upload speed / 10 mbps download speed.
• They will be required to have their video cameras on and pointed at them during trainings. While on camera, they are expected to be at their desk, awake, paying attention, not causing distractions for the rest of the class, etc.
• Time off is not permitted during training.

INTERVIEWS:

Candidates interviewing for this req will be required to be on camera.

Duties

Representative will work directly with the members. They are responsible for building rapport and educating members on their available options, including but not limited to, facility or screening options, preventative screening services available to them, or other alternative treatment options. The intent is to assist the member in selecting the option that best pertaining to them. Daily duties include:

• conducting research on each case, reaching out to the physician's office, making out bound calls to our members, and fielding incoming calls from members
• track and communicate system errors in an expediential and thorough manner
• Self-report metrics successfully and regularly
• Take requests for care management from patients, physician offices or imaging centers
• Research issues regarding the certification process and forward to the appropriate parties.
• Delivers basic technical, administrative, or operative Customer Service tasks.
• Performs simple data entry, sorts requests, and maintains files.
• Understands simple instructions and procedures.
• Performs Customer Service duties under direct instruction and close supervision.
• Work is allocated on a day-to-day or task-by-task basis with clear instructions.
• Entry point into professional roles.
• Delivers basic technical, administrative, or operative Customer Service tasks. Performs simple data entry, sorts requests, and maintains files. Understands simple instructions and procedures. Performs Customer Service duties under direct instruction and close supervision. Work is allocated on a day-to-day or task-by-task basis with clear instructions. Entry point into professional roles.
• For our Consumer Engagement Preventive care program, these representatives’ duties include reaching out to members for various health plans to inform them of their eligible cancer screenings/wellness visits, while also scheduling their appointments. The function of this program is to speak with our members to inform them of their yearly mammogram, yearly cervical cancer screening, Colonoscopy and/or annual wellness visit. The representative will schedule their appointments and confirm the procedure was performed.
• Agents will be making outbound calls through an automated dialer, manual outbound calls as well as receiving inbound calls from the member.

Skills

• Connect with an average of 50-80 inbound and outbound callers per day, including members and physician's offices.
• Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations.
• Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.
• Meet or exceed performance metrics related to scheduling appointments and appointment confirmations.
• Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.
• Ability to be empathetic understanding that we are dealing with sensitive content with our members.
• Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations.
• Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.
• Meet or exceed performance metrics related to scheduling appointments and appointment confirmations.
• Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.
• Ability to be empathetic understanding that we are dealing with sensitive content with our members.

Minimum Experience required:

• 1+ year previous experience in a contact center setting on outbound calls or dialer experience ideally preferred, and or telephonic sales experience
• basic Microsoft Excel, Microsoft Outlook, and Web-ex Teams (Internal) skills
• Must be able to type more than 30 words per minute
• Customer Service Skills (history of customer service exp) preferred
• must have basic computer understanding/skills

Education

• High School diploma or equivalent

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service and Quality Assurance

• Industries

  Hospitals and Health Care and Insurance

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