Customer Service Representative

This position is work from home, however, the employee must live in one of the following states: Alabama, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, New Hampshire, Montana, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin.Company Overview: TelliHealth is a dynamic and innovative Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) company committed to revolutionizing patient care delivery through technology. With a focus on improving patient outcomes and enhancing healthcare efficiency, we leverage cutting-edge solutions to empower healthcare providers and transform the patient experience.

Responsibilities:

• Manage a large volume of outbound and inbound calls in a timely manner.
• Follow communication scripts when handling various topics.
• Collaborating with other team members and supervisors to address workflow challenges, patient care issues, and other operational needs.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers with excellent service.
• Keep records of all conversations in call center databases in a comprehensible way.
• Provide education and guidance to patients to ensure accurate use of vital sign monitoring devices.
• Assist in maintaining adherence of patients monitoring their vital signs.
• Perform troubleshooting on different vital sign monitoring devices to ensure proper usage.
• Educate and enroll patients in both RPM & CCM services.
• Act as a go-to resource for patients with questions about their referrals or the treatment plan prescribed by their doctor.
• Perform both front and back office duties, including setting up appointments, verifying patient information, and updating records.
• Use EHR systems to verify and maintain patient information.
• Handle outgoing calls, including triage calls, and transfer to appropriate clinical staff members and department teams.
• Provide patients with educational materials, including information about their referrals, conditions, device education to ensure accurate vital sign readings in accordance with their treatment plans.
• Meet personal/team qualitative and quantitative targets.

Requirements:

• High school diploma or equivalent, required
• 1 year of call center experience, required
• HIPAA Compliant work space, required
• Minimum internet speed of 35 Mbps download and 10 Mbps upload, required
• Medical Assisting certification, preferred
• Strong phone and verbal communication skills along with active listening
• Familiarity with Google Suite, ability to quickly learn and properly use several systems for documentation and communication
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Exemplifies Tellihealth's values: All IN, INtelligence, INnovation and INtegrity.