Healthcare Call Center Representative
Job title: Healthcare Call Center Representative in Rochester, NY at Emerge Talent Cloud
Company: Emerge Talent Cloud
Job description: Patient Care Representative
Shifts: 40 hours per week, 3 shift options:
- Monday - Friday: 9:00 am - 5:00 EST pm
- Monday - Friday 11-7pm EST
- Monday - Friday 2-10pm EST
- Call Handling: Professionally and empathetically respond to incoming customer calls, emails, or chats, providing accurate information and resolving queries. Average daily call goal: 75+.
- Issue Triage: Identify the nature of customer issues and direct them to the appropriate internal teams for resolution.
- Feedback Collection: Gather patient feedback on technical issues and communicate it to account management, partner pharmacy, and product teams to support continuous improvement.
- Problem Solving: Understand patients’ needs, clarify information, research solutions, and present alternatives to ensure satisfaction.
- Customer Engagement: Build strong, positive relationships with patients and foster lasting connections through exceptional service.
- Documentation: Maintain detailed and comprehensive records of all customer interactions for future reference.
- High School Diploma or equivalent.
- Minimum of 2 years of experience in customer support, service, or success roles, ideally within healthcare or high-growth startups.
- Proven success in a call center environment with excellent performance metrics.
- Strong problem-solving skills, with a focus on process improvement.
- Preferred: Pharmacy Technician certification (support for obtaining certification provided).
- A rewarding role addressing real-world challenges related to medication access.
- Generous vacation package.
- Comprehensive healthcare benefits.
- Competitive pay: $15.00–$18.00 per hour, based on experience and performance.
- Fully remote with growth opportunities