Call Center Specialist - Digitech - Remote
公司的 Sarnova 家族包括 Digitech 计算机，Bound Tree 医疗，三动物健康服务和心脏合作伙伴.Digitech 是 EMS 运输行业先进发票和技术服务的主要提供商。自1984年成立以来，Digitech 已经精炼了其软件平台，以创建基于云计算的发票和商业智能解决方案，监测并自动化整个 EMS 收入生命周期.Digitech 利用其专有技术来提供完全外包服务，最大限度地提高收费，保护合规性和为客户提供结果。摘要：呼叫中心专家在一个完全远程，高音量呼叫中心环境中提供高质量的客户服务方面发挥着关键作用。这个个人负责以专业性，同情和精确度处理接入的患者电话。在这一角色中的成功需要保持压力下的冷静能力，管理竞争优先事项，并为导航与账单相关的问题上的病人提供明确，有慈悲的支持。基本职责：· 在远程呼叫中心環境中回答大量接入的病人的电话，提供快速，礼貌和准确的协助 · 积极倾听和表现同情，同时解决患者的问题，问题和收费询问 · 在遵循客户特定规则，工作流程和服务期望时评估调用者的需求并确定正确的解决方案路径 ·通过收集信息，在可能的情况下解决问题的过程中处理所有接入电话，并在完成必要后续行动中进行处理，包括发送电子邮件，获取额外细节和回复电话以提供完整的解决方案 · 通过审查帐号详情，联系第三方或根据需要收集额外文件来研究问题 · 完成后续行动，如出发电话，电子邮件或传真请求信息以支持完全解决方案 · 在患者帐户系统中采取的所有通话和行动的详细准确记录 · 保护保密性通过始终严格遵守 HIPAA 规定和 Digitech 合规标准 · 满足或超越已确定的日常配额 · 管理工作负载有效地同时保持灵活和适应性在快速发展的大量环境中 · 通过有效沟通，提出问题并寻求持续影响力来促进积极团队文化
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The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners.
Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.
Summary:
The Call Center Specialist plays a key role in delivering high quality customer service within a fully remote, high volume call center environment. This individual is responsible for handling incoming patient calls with professionalism, empathy, and accuracy. Success in this role requires the ability to remain calm under pressure, manage competing priorities, and provide clear, compassionate support to patients navigating billing related questions.
Essential Duties and Responsibilities:
- Answer a high volume of incoming patient calls in a remote call center environment, providing prompt, courteous, and accurate assistance
- Listen actively and demonstrate empathy while addressing patient questions, concerns, and billing inquiries
- Evaluate caller needs and determine the correct resolution path while following client specific rules, workflows, and service expectations
- Handle all incoming calls by gathering information, resolving issues when possible, and completing any necessary follow up actions, which may include sending emails, obtaining additional details, and returning calls to provide a full resolution
- Research issues by reviewing account details, contacting third parties, or gathering additional documentation as needed
- Complete follow up actions such as placing outbound calls, sending emails, or faxing requested information to support full resolution
- Maintain detailed, accurate documentation of all calls and actions taken in the patient account system
- Protect confidentiality by strictly adhering to HIPAA regulations and Digitech’s compliance standards at all times
- Meet or exceed established daily quotas
- Manage workload efficiently while remaining flexible and adaptable in a fast paced, high volume environment
- Contribute to a positive team culture by communicating effectively, asking questions when needed, and seeking continuous improvement
- Additional job duties as assigned
Skills/Experience Required:
- Education: High School Diploma or Equivalent required
- Bilingual (English/Spanish) preferred
- Proficient computer skills, including working knowledge of MS Outlook, Word, and Excel
- Familiarity with insurance billing is a plus; comprehensive training is provided
- Ability to type a minimum of 40 WPM with accuracy
- Maintains composure under pressure and remains calm in high volume or challenging situations
- Able to manage a high workload efficiently while meeting tight deadlines
- Demonstrated ability to handle sensitive conversations professionally and uphold a positive company image during all phone interactions
- Strong problem solving skills, including the ability to identify issues, ask the right questions, and determine appropriate resolutions
- Clear, professional communication skills with the ability to explain information and solutions courteously
- Exceptional attention to detail and accuracy in documentation and call handling
- Skilled at multitasking, organizing, and prioritizing work to ensure timely completion of all responsibilities
- Reliable, punctual, and dependable with a strong commitment to team success
- Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled.
Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
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Originally posted on Himalayas