Customer Service Representative (Healthcare) - Better-Health-Group

Our mission is Better Health. Our passion is helping others.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?
• Do you have a passion for helping others achieve Better Health?
• Are you ready to join a growing team that shares your mission?

Why Join Our Team: At Better Health Group, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! They support our providers and payors, ensuring they have the necessary tools and resources to always deliver best-in-class healthcare experiences for our patients. We don’t just talk the talk - we believe in it and live by it. Be part of a team that shares your passion and drive, and start living your purpose at Better Health Group.

Position Objective:  Are you looking to make a difference daily? You will be the first voice, in many cases, that a patient will hear in their time of need.  Using extreme empathy and active listening skills, you will gather and verify demographic information, tactfully ask probing questions to identify the patient's needs, and professionally document the interaction and escalate when necessary to the appropriate clinic.

Responsibilities:  

• Answer incoming healthcare contact center calls.  Provide support via inbound calls for our community seniors.
• Gather and verify demographic information using standard computer software and systems
• Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls, and route calls to appropriate resource according to standard operating procedures
• Document all call information according to approved operating procedures
• Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance
• Accurately identify caller’s presenting concerns and document per protocol
• Meet quality assurance requirements and other key performance metrics, including punctuality and attendance

Position Requirements/ Skills:  

• High school diploma or equivalent. 2+ years of customer service experience, preferably in a healthcare call center environment.
• Active listening, empathy, professionalism, and problem-solving skills, with a focus on first-call resolution and building value for the customer
• Experience with Google Suite applications..
• Experience with data entry and call documentation.
• Strong verbal and written communication skills.
• Medical terminology preferred.

Key Attributes/ Skills:

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
• Is able to work within our Better Health environment by facing tasks and challenges with energy and passion
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals
• Demonstrated ability to handle data with confidentiality
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail
• Excellent written and verbal communication skills; must be comfortable communicating with senior-level leadership, providers, and health plans
• Strong interpersonal and presentation skills
• Strong critical thinking and problem-solving skills
• Must be results-oriented with a focus on quality execution and delivery
• Appreciation of cultural diversity and sensitivity toward the target patient population