Patient Experience Representative

Choice Healthcare Services; Arizona; Remote; USD 35,000 - 50,000; Full time

Job summary

Choice Healthcare Services is looking for a Patient Experience Representative to support patients through various communication channels. This fully remote position involves answering calls, scheduling appointments, and delivering exceptional customer service in a fast-paced environment. Ideal candidates will have customer service experience and a commitment to ensuring patient satisfaction.

Benefits

Care for your wellbeing and work-life balance

Professional and personal growth

Experienced leadership support

Fun and supportive team dynamic with events and celebrations

Comprehensive benefit package

Qualifications

• 6+ months of customer service experience, preferably in a call center environment.
• Bilingual in Spanish preferred.

Responsibilities

• Answer high volume of incoming calls and place outbound calls.
• Act as primary point of contact for patients via phone, email, and chat.
• Verify insurance eligibility and schedule appointments.

Skills

Customer Service

Bilingual in Spanish

Education

High School diploma or equivalent

Job description

Overview

Patient Experience Representative- Call Center

Summary: The Patient Experience Representative (bilingual in Spanish preferred)supports patients contacting CHOICE Healthcare Service for patient care related inquiries. This includes new patients who would like to establish care or existing patients with specific or general care needs. This position provides best-in-class customer service and communications via multiple channels and platforms and serves as back-up support for clinic calls and other tasks as assigned.

Position is 100% remote and we provide equipment and ongoing support.

Hours of Operations: Monday-Friday 6:00am-6:00pm PST. Current shift we have available is 9:30am-6:00pm PST.

Seeking candidates that live in ARIZONA.

At CHOICE Healthcare Services, our mission is to provide everyone access to the healthcare they need. CHOICE is the largest provider of pediatric dental care in the Southwest United States, and we pride ourselves on delivering high quality care to children in our communities.

What we provide to you as a CHOICE teammate:

• Care for your wellbeing and work-life balance
• Professional and personal growth
• Experienced leadership support
• Fun and supportive team dynamic with events and celebrations
• Comprehensive benefit package

Responsibilities

Essential Duties and Responsibilities:include the following. Other duties may be assigned.

• Answer high volume of incoming calls and place outbound calls using established service standards, phone/email/chat etiquette, and communications scripts, and respond to patient inquiries as they relate to healthcare services.
• Act as primary point of contact for patients via phone, email and chat systems demonstrating high levels of comprehensive customer service as a Brand Ambassador to nurture and build long-lasting relationships built on trust and exceptional customer service.
• Determine how best to handle the phone calls, emails, and chat messages, and take necessary action with the goal to convert calls to scheduled appointments for CHOICE clinics.
• Review insurance eligibility for applicable callers when scheduling appointments or communicate with the virtual benefits team to verify eligibility as appropriate per protocol.
• Verify that all information is accurate and updated at each patient contact point.
• Contact and schedule referral patients with high levels of comprehensive customer service and follow-up with referral partners as appropriate to maintain positive relationships and efficient patient information transfer.
• Document in patient management system and shared tracking files the results of contact.
• Maintain strict patient/client confidentiality at all times.
• Direct contacts (non-patient care-related communications) to the appropriate person or department.

Qualifications

Education and/or Experience:

• High School diploma or equivalent
• Bilingual in Spanish, preferred
• 6+ month years of customer service experience, preferably in a call center environment