Multilingual Customer Support Specialist

2 weeks ago


Birmingham, Alabama, United States Sequence Health Full time
Job Overview

Sequence Health is dedicated to enhancing patient conversion solutions for healthcare providers. Our core values focus on the continuous improvement of the patient experience. We take pride in selecting team members who thrive in both independent and collaborative environments and are committed to ongoing learning and development.

We currently have an opening for Trilingual Contact Center Specialists. This role is available for remote work.

We are in search of experienced Trilingual Representatives to fulfill full-time shifts.

We seek enthusiastic individuals eager to enter the healthcare sector. As part of our Contact Center Team, you will provide personalized customer service support to patients across the United States. Key responsibilities include engaging with patients via phone, documenting interactions, and collaborating effectively with both patients and healthcare providers to enhance patient care.

Ideal candidates will possess the following attributes:

  • Exceptional customer service abilities
  • Capacity to manage multiple tasks in a dynamic environment
  • Ability to maintain composure and professionalism under pressure
  • Proficient in computer use and navigating online applications

Key Responsibilities

  • Promptly answer calls in a courteous and professional manner
  • Collect and accurately input demographic data into electronic medical records
  • Respond to inquiries and provide information to ensure a patient-centered service experience
  • Proactively suggest improvements to call flow processes and communication services
  • Meet and exceed established call volume targets
  • Comply with all HIPAA regulations
  • Follow all Sequence Health policies
  • Direct calls to appropriate departments as necessary
  • Exercise sound judgment when managing calls, particularly with distressed patients
  • Recognize when to escalate calls to healthcare professionals
  • Make reminder calls as needed
  • Assist with rescheduling appointments when required
  • Support call backs and additional projects as call volume allows
  • Perform other related duties as assigned by supervisors
  • Fluency in English, Spanish, and Brazilian Portuguese is required

Qualifications and Skills

  • Minimum of 1 year of experience in healthcare, sales, or customer service, preferably in a contact center
  • Experience in a call center environment is preferred
  • Experience in a medical or healthcare setting is advantageous
  • Prior experience with medical scheduling is a plus
  • Proficient in Microsoft Office Suite (Excel, Word, Outlook) and internet navigation
  • Ability to manage confidential and sensitive information
  • Capability to thrive in a fast-paced call center environment
  • Skilled in multitasking across various systems and monitors
  • Technologically adept with software applications and phone systems
  • Outstanding verbal and written communication skills, with a collaborative approach to identifying improvement opportunities
  • Fluency in English, Spanish, and Brazilian Portuguese is essential
  • Immigration or work visa sponsorship is not available

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