Job Purpose

The Call Center Specialist - IC is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment.

Job Responsibilities

• Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor.
• Schedule patient appointments accurately using the organization's electronic medical record (EMR) system.
• Respond to patient inquiries regarding services, appointment availability, billing, and other general information.
• Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines.
• Verify and update patient demographic and insurance information during calls.
• Educate patients on healthcare services, office policies, and available resources.
• Document all patient interactions and maintain accurate call records in the appropriate systems.
• Document patient complaints and escalate complex issues to the appropriate department or supervisor.
• Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience.
• Follow HIPAA regulations to maintain patient confidentiality and data security.
• Achieve performance goals, including call quality, response time, and customer satisfaction metrics.
• Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution.
• Adhere to company and department policies and procedures.
• Adheres to all applicable compliance requirements and the Code of Conduct.

Weekly Hours

40 Days: Monday to Sunday Hours: We have different schedules available between 8:00 AM to 8:00 PM EST. The work schedule may be adjusted within the Call Center’s hours of operation due to business needs.

Location

Full Time Remote

Qualifications

Education: Associate degree preferred, or equivalent relevant call center years of experience preferred.

Experience: One to two (1-2) years of experience in customer service, quality, and/or auditing.

Language: Must be bilingual in English and one of the following languages: Spanish, Russian, Chinese, Bengali, Korean, Albanian, or a similar language.

Additional Requirements

• The consultant is required to provide valid government-issued identification as proof of age to verify that they are at least 18 years of age.
• Able to pass a typing test with at least 40 WPM.
• Consultant acknowledges that they have an alternative means of working in the event of a power and/or internet service outage, ensuring they are able to fulfill their job responsibilities without interruption.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and meet assigned deadlines.
• Excellent organizational skills, accuracy, and attention to detail.
• Ability to operate both independently and collaboratively as required.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• Maintain and utilize the necessary equipment, including but not limited to a computer, monitor, headset, and any other tools required to perform the agreed-upon services.
• Ensure access to a reliable and high-speed Wi-Fi connection suitable for conducting business operations efficiently.
• Successfully complete all mandatory training programs as required by the Organization.

Remote Work & Equipment Requirements (Bring Your Own Device - BYOD)

This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements. The organization does not provide company-issued equipment for fully remote roles outside of New York State.

Device Requirements

Employees must have access to a modern personal computer that meets the following minimum standards:

• PC or Mac desktop or laptop, manufactured within the last five (5) years
• Supported operating system: Windows-based devices must run the latest version of Windows; Apple devices must run the latest version of macOS
• Ability to install and run required secure remote-access applications
• Minimum system capability: Processor: 3.0 GHz or faster; Memory: At least 8 GB RAM; Storage: Sufficient free disk space to support required applications; Display: Minimum screen resolution of 800 x 600

Internet & Workspace Requirements

Reliable high-speed internet connection with minimum speeds of: 25 Mbps download, 10 Mbps upload. Stable connection suitable for voice and system-based work. Wired Ethernet connection preferred. Private, quiet workspace that supports confidential conversations and HIPAA compliance. Employees must acknowledge that they have an alternative means of working in the event of power or internet service outages to ensure continuity of job responsibilities.

Security Requirements

Device must have up-to-date antivirus and security protections. Operating systems must be configured to receive automatic updates. Employees must comply with all company security, confidentiality, and access protocols, including multi-factor authentication. Employees are responsible for maintaining their personal equipment and resolving any device or connectivity issues that may impact job performance. IT support may provide guidance but does not maintain personal devices.

Home Office Equipment Reimbursement

After completing six (6) months of continuous employment, employees in fully remote roles may be eligible for a one-time reimbursement of up to $600 for approved home office equipment expenses, including but not limited to: Monitors, Office chairs, Desktop or laptop computers, Webcams or cameras, Battery backup or surge protection equipment.

Important notes: This reimbursement is not provided upfront. Eligibility is subject to company policy, documentation, and approval. The reimbursement is non-recurring and does not constitute wages, salary, or ongoing compensation. Reimbursement availability may change based on business or policy needs.

Physical Requirements

Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to: Standing – Duration of up to 6 hours a day. Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods. Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc. Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job. Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas. Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.) Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy. Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual. Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Disclaimer

Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company. We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.