Healthcare Call Center Representative

Healthcare Contact Center Associate -Work from Home

About the Healthcare Call Center Associate role:

As a member of the Customer Experience team, you will handle telehealth-based phone calls and email inquiries. Call drivers can include insurance verifications, benefits education, billing questions, prescription issues, technical challenges including up to real-time support during time sensitive situations. You manage a steady volume of incoming calls from customers while navigating multiple systems.Punctuality and dependability are key to our clients’ success and your role as an associate.

There are plenty of career growth opportunities within the healthcare team!

• You Must have Open Flexibility: Hours of Operation: 24/7/365 

• Production Schedules are based on Business Need/Will be assigned during training.

• The pay rate is $16.50 an hour,  which may be below your state’s minimum wage. Please take this into consideration when applying. 

• Health benefits (medical, dental, vision) are available on the first day of employment.

• Paid time off is accrued after 180 days (about 6 months) of employment.

• Fully work from home.

• Successfully learn to navigate 3 systems with an average of 20 calls per day.

What we look for:

We are looking for people with a passion for helping others, who are naturally empathetic and determined to deliver a comprehensive solution to these healthcare-related calls. Customer service experience is a plus but not required. To be successful in this role, you will:

• Manage a steady volume of incoming calls from customers while navigating multiple systems.

• Successfully completed a 3-week virtual training class and 1 week of Nesting. (You cannot miss a day of training).

• Successfully complete customer service assessment & typing test on a computer (not compatible with mobile devices).

• Great problem-solving skills

• Ability to effectively multi-task

• Excellent communication skills

• Availability to work weekends.

• High school diploma, GED, or college degree

• Successful completion of a background check is required for this position.

• Production schedules are provided during training.

About the Healthcare Call Center Role:

• Answer questions about services, provider availability, insurance coverage, visit costs, etc. 

• Assist patients in scheduling appointments for virtual consultations with healthcare providers 

• Provide technical assistance in enrolling, scheduling, joining telehealth visits, reviewing account information, etc. 

• Investigate patient reports of incorrect costs, refund requests, insurance coverage, etc. and escalate cases to billing department 

• Guide patients through self-service options to locate visit history, sick slips, prescription information, medical records, etc. 

• Gather patient feedback on provider quality, ease of use of self-service options, visit connectivity, etc.

A few questions you can expect:

• What is this authorization charge I see on my credit card after scheduling a visit?

• I am at the pharmacy to pick up my prescription and they do not have it in their system. Did it get   sent?

• I cannot sign into my account in the app and am not receiving a password reset email. Can you send me one?

• I attempted to schedule a phone visit but was not reached by a provider. Can I switch to a video visit instead?

Requirements for Remote Call Center Representative:

• Successfully complete customer service assessment & typing test on a computer (not compatible with mobile devices).

• High school diploma, GED, or college degree. 

• Complete a mandatory paid training program with 100% attendance. 

• Successful completion of a background check is required for this position.

Equipment and workspace requirements:

• We provide all equipment. (Computer, Monitor, Mouse, Keyboard, Headset, Ethernet Cord, Power Cables)

• High speed internet. You must have a home internet connection with 25 Download and 10 Upload Speed (you may do a quick check through https://www.speedtest.net/)

• Must be able to hardwire your work computer directly to your home modem via ethernet.(Ensure the available connection meets the minimum bandwidth requirements to perform your job function. Satellite internet and wireless internet are not acceptable.

• Must have a quiet, distraction free workspace.(Workspace must be clutter free, free of distraction, no one is allowed in workspace during working hours, no writing utensils, or unauthorized electronics in the work area

The application process will take less than 20 minutes and includes everything required to be considered.

1. Apply to the role and provide your basic profile information (2 minutes)

1. Answer prescreens questions to be sure you meet the minimum requirements for the role (3 minutes).

1. Complete a typing test (2 minutes) You will need a keyboard.

1. Take short assessment to determine your fit for the role and set everyone up for success (10 minutes)

Important:

Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations. As a result, we may be unable to consider applicants from certain states or municipalities at this time. 

We are currently NOT hiring in the following geographies, including but not limited to: 

States: AK, CA, CT, HI, IL, MA, MD, MT, NJ, NY, OR, WA.
Metro Areas: Minneapolis - MN, Washington, DC, Denver - CO, Boulder - CO, Edgewater - CO, Flagstaff - AZ.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information.  For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $16.50/hour.