Urgently Hiring: Healthcare Call Center Representative - Remote Customer Service Expert in Mental Health Services

Join Our Team as a Healthcare Call Center Representative and Make a Difference in Mental Health Services

Are you a compassionate and detail-oriented individual with a passion for delivering exceptional customer service? Do you have experience working in the healthcare industry and a strong desire to make a positive impact on people's lives? We're looking for a high-impact individual to join our team as a Healthcare Call Center Representative, working remotely and providing top-notch support to patients, providers, and referral sources.

About Advanced Psychiatry Associates

Advanced Psychiatry Associates is a leading full-service psychiatric facility offering a wide range of mental health services to individuals in Northern and Southern California. Our team of experienced professionals is dedicated to providing high-quality, individualized care to help patients achieve their goals and live life to the fullest. We're committed to creating a supportive and inclusive environment, and we're looking for team members who share our values and are passionate about delivering exceptional customer service.

Job Summary

As a Healthcare Customer Service Expert, you will be the first point of contact for patients needing home healthcare services. You will work in a remote high-volume call center environment, receiving and responding to approximately 60-65 incoming calls per day from providers, referral sources, and patients. Your primary responsibilities will include collecting clinical and demographic information, entering it into our Advanced Psychiatry Associates portal, and providing exceptional customer service to ensure a positive experience for our patients and partners.

Key Responsibilities

• Respond to incoming calls from providers, referral sources, and patients, providing exceptional customer service and support
• Collect clinical and demographic information and enter it into our Advanced Psychiatry Associates portal
• Handle a high volume of calls, typically 60-65 per day, while maintaining a high level of quality and attention to detail
• Troubleshoot and resolve complex issues and concerns in a professional and courteous manner
• Comply with all company policies, including HIPAA/PHI, and maintain confidentiality and integrity in all interactions
• Meet or exceed individual performance goals in the areas of Call Quality, Attendance, Adherence, and other Contact Center objectives

Requirements and Qualifications

Essential Qualifications

• High School Diploma or GED required
• Minimum 2 years of Customer Service experience in a call center environment
• Minimum 1 year of experience working in the healthcare or medical industry with medical terminology
• Ability to navigate dual monitors and multiple applications
• Intermediate keyboarding abilities (at least 30 WPM, data entry while active listening)
• Basic PC and Search Engine abilities (for example: use the mouse to click, troubleshooting, working with Microsoft Office, opening a browser, using a search engine, bookmarking a site, and navigating the use of back/forward buttons)

Preferred Qualifications

• Experience working in a mental health or psychiatric setting
• Familiarity with electronic medical records and patient portals
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Excellent empathy and patience when dealing with difficult callers or complex requests
• Strong attention to detail and ability to maintain accuracy in a fast-paced environment
• Ability to comply with all company policies, including HIPAA/PHI
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Flexibility and adaptability in a dynamic environment

What We Offer

We're committed to providing a supportive and inclusive work environment that offers a range of benefits and opportunities for growth and development. Here are just a few of the things we offer:

• Competitive hourly rate: $21.50/hr - $23.50/hr
• Monthly Bonus Incentive opportunity
• Full range of benefits, including Health, Dental, and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, and more
• Advancement Opportunities, professional skills training, and tuition reimbursement
• Walgreens Discount - receive up to 25% off eligible items
• Great culture with a sense of community

Internet Requirements

To work effectively in our remote call center environment, you'll need to meet the following internet requirements:

• Speeds: 2mb/10mb upload and 10mb/25mb download or higher
• High-speed Internet: Fiber or Cable connection required
• DSL, Satellite, Wireless, and Hotspot are prohibited due to poor connections
• Required to hardwire with an ethernet cable while working

Training and Nesting Period

We're committed to providing comprehensive training and support to ensure your success in this role. Our training and nesting period typically lasts 4-6 weeks, during which you'll receive:

• Comprehensive training on our systems, policies, and procedures
• Support from experienced team members and supervisors
• Opportunities to practice and reinforce your skills

Available Shifts

After completing the training and nesting period, you'll be eligible to work one of the following shifts:

• Monday - Friday, 11:30AM - 8:00PM EST

Why Join Our Team?

We're looking for team members who are passionate about delivering exceptional customer service and making a positive impact on people's lives. If you're a motivated and compassionate individual who is looking for a new challenge, we encourage you to apply for this exciting opportunity.

Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team, and we're excited about the opportunity to meet and work with you!

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