Healthcare Customer Care Specialist | Growth & Training

Gaudenzia, Inc.; Coalport (PA); Presencial; USD 32.000 - 52.000; Jornada completa

Descripción de la vacante

Gaudenzia, Inc. is seeking a full-time Call Center/Customer Service Associate to support program information, triage inquiries, and direct callers to appropriate resources.

You will document interactions in the CRM, maintain HIPAA confidentiality, and collaborate with internal teams to resolve issues. The role requires 2+ years in a call center or customer service setting, strong communication, and proficiency with Microsoft Office and CRM systems.

Formación

• High school diploma or equivalent required; Associate's degree preferred.
• Minimum 2 years of call center or customer service experience
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite and CRM systems
• Experience with multi-line phone systems
• Ability to maintain composure in challenging situations
• Knowledge of HIPAA compliance and confidentiality requirements
• Demonstrated experience meeting performance metrics in a call center environment

Responsabilidades

• Answer and manage high volume of incoming calls professionally and efficiently
• Provide accurate information about Gaudenzia's programs and services
• Direct callers to appropriate departments or resources
• Address and resolve customer service inquiries and concerns
• Maintain detailed call logs and documentation
• Follow up on pending inquiries and service requests
• Coordinate with internal departments to resolve complex issues
• Maintain confidentiality in accordance with HIPAA regulations
• Support crisis call management by directing emergency calls to appropriate resources
• Handle customer feedback and complaints with professionalism and empathy
• Document all customer interactions in CRM system accurately and thoroughly
• Participate in regular team meetings and training sessions
• Contribute to continuous improvement initiatives
• Generate daily, weekly, and monthly performance reports
• Maintain updated knowledge of all programs, services, and policies
• Assist in developing and updating standard operating procedures
• Participate in quality assurance reviews and feedback sessions
• All other duties as assigned

Conocimientos

Call center operations

Customer service

Communication

HIPAA compliance

CRM systems

MS Office

Multiline phones

Performance metrics

Bilingual Spanish/English

Educación

High school diploma or equivalent

Associate's degree preferred

Bachelor's degree preferred

Herramientas

CRM platforms

Microsoft Office Suite

Electronic health records (EHR) systems

Descripción del empleo

Gaudenzia, Inc. is seeking a full-time Call Center/Customer Service Associate to support program information, triage inquiries, and direct callers to appropriate resources.

You will document interactions in the CRM, maintain HIPAA confidentiality, and collaborate with internal teams to resolve issues. The role requires 2+ years in a call center or customer service setting, strong communication, and proficiency with Microsoft Office and CRM systems.