Call Center Representative

3 months ago

New York, New York, United States PrimeCare Medical, Inc Full time $25 - $35 per hour

At PrimeCare Medical, Inc., our dedication lies in delivering outstanding healthcare solutions within correctional settings. We aim to ensure that individuals in these facilities receive exceptional, compassionate medical services. As a vital member of our expanding team, the Call Center Representative is key in guaranteeing that patients, personnel, and partners obtain precise information and prompt assistance.

 

Position Overview:

We are looking for a professional and understanding Call Center Representative to become part of our organization. In this position, you will act as the initial point of contact for incoming inquiries, addressing questions, delivering information, and resolving matters related to medical assistance. Your competency in managing large volumes of calls while providing excellent service and preserving confidentiality will be essential for success in this position.

 

Key Responsibilities:

 

• Manage a substantial number of incoming calls from patients, healthcare providers, and correctional staff, responding to questions about medical services and appointment arrangements.

• Deliver accurate guidance on healthcare policies, services, and procedures to callers.

• Arrange appointments, collaborate with healthcare professionals, and update patient files in the electronic health records (EHR) system.

• Address patient and client issues or grievances with professionalism and empathy, escalating complicated cases to supervisors or medical personnel when required.

• Conduct basic troubleshooting for common problems and connect calls to the appropriate department for further assistance.

• Accurately document all call details and ensure that all records are maintained in the system.

• Collaborate effectively with healthcare staff and administrative teams to promote seamless communication and operations.

• Uphold strict confidentiality and comply with HIPAA and other healthcare regulations.

• Support outbound calls to follow up on appointments, patient inquiries, or feedback regarding services.

• Engage in regular training sessions to remain informed about company policies, healthcare regulations, and systems.

 

Qualifications:

 

• High school diploma or equivalent (some college coursework or certifications in customer service or medical administration preferred).

• Proven track record in a call center, customer service, or healthcare-related role.

• In-depth understanding of medical terminology and healthcare processes is a plus.

• Excellent verbal and written communication skills with a professional and kind approach.

• Capability to handle a large volume of calls while maintaining high accuracy and customer satisfaction.

• Proficiency with call center systems, healthcare software (EHR, EMR), and Microsoft Office Suite (Word, Excel, Outlook).

• Strong organizational abilities with meticulous attention to detail and the capacity to multitask.

• Ability to work independently and collaboratively as part of a team.

• Effective problem-solving skills and a proactive attitude toward resolving challenges.

• Familiarity with HIPAA regulations and a commitment to preserving patient confidentiality.

 

Benefits:

 

• Competitive Compensation: We provide a salary structure that is competitive and commensurate with experience and skills.

• Health Coverage: Comprehensive medical, dental, and vision services for you and your family.

• Retirement Program: 401(k) with company contributions to help you prepare for the future.

• Time Off: Generous paid time off, including vacation days, holidays, and sick leave, ensuring a balanced professional and personal life.

• Career Advancement: Opportunities for continuous training, certifications, and career growth within the organization.

• Flexible Work Arrangements: Depending on the position, enjoy the option of remote or hybrid work.

• Employee Wellness Initiatives: Join wellness activities, including mental health resources, fitness challenges, and discounted gym memberships.

• Recognition Programs: Regular acknowledgment for exceptional performance, along with rewards and incentives to honor your contributions.

• Insurance Coverage: Company-sponsored life insurance and short-term/long-term disability coverage for financial protection.

• Inclusive Work Environment: Work within a team that values diversity, inclusion, and open communication, where your efforts are recognized.

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