Call Center Representative - Healthcare

Are you ready for your next career adventure? We are seeking a dynamic individual who loves to make an impact to join CHOICE Healthcare Services, where our mission is to provide everyone access to the healthcare they need. CHOICE is the largest provider of pediatric dental care in the Southwest United States, and we pride ourselves on delivering high quality care to children in our communities.

Since 2020, we have doubled our pediatric dentistry footprint in California and recently expanded into several other states. Our future plans include continued growth, and it is an exciting time to join our team!

What we provide to you as a CHOICE teammate

• Care for your wellbeing and work-life balance
• Fun and supportive team dynamic with events and celebrations
• Experienced leadership support
• Career development
• Professional and personal growth
• Excellent compensation and comprehensive benefit package

Training will be 2-4 weeks onsite at our Gilbert, AZ office, then will be 100% remote after. We provide equipment and ongoing support.

Hours of Operations

• 1 Sat per month 8am-4pm.
• Hours are Mon-Fri 700am - 700pm.

Summary The bilingual in Spanish Call Center Representative supports patients contacting CHOICE Healthcare Service for patient care related inquiries. This includes new patients who would like to establish care or existing patients with specific or general care needs. This position provides best-in-class customer service and communications via multiple channels and platforms and serves as back-up support for clinic calls and other tasks as assigned.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Act as primary point of contact for patients via phone, email and chat systems demonstrating high levels of comprehensive customer service as a Brand Ambassador to nurture and build long-lasting relationships built on trust and exceptional customer service.
• Maintain strict patient/client confidentiality at all times.
• Verify that all information is accurate and updated at each patient contact point.
• Review insurance eligibility for applicable callers when scheduling appointments or communicate with the virtual benefits team to verify eligibility as appropriate per protocol.
• Contact and schedule referral patients with high levels of comprehensive customer service and follow-up with referral partners as appropriate to maintain positive relationships and efficient patient information transfer.
• Determine how best to handle the phone calls, emails, and chat messages, and take necessary action with the goal to convert calls to scheduled appointments for CHOICE clinics.
• Document in patient management system and shared tracking files the results of contact.
• Direct contacts (non-patient care-related communications) to the appropriate person or department.
• Answer high volume of incoming calls and place outbound calls using established service standards, phone/email/chat etiquette, and communications scripts, and respond to patient inquiries as they relate to healthcare services.

Education and/or Experience

• Bilingual in Spanish required
• High School diploma or equivalent
• 1+ years of customer service experience, preferably in a call center environment