Call Center Representative (Remote)

About us:

HEART. It is the driving force of our commitment to serving others with empathy, respect, and dignity. CareMax, is committed to providing the best that medicine has to offer with quality healthcare for those who need it most, our seniors. Join our team and experience it for yourself.We are Health with Heart.

You can count on us to provide you with resources and opportunities for growth, while contributing to our mission to improve lives through kindness, compassion, and better health. This is what we offer:

• 401(k) plan with company match
• Comprehensive medical package
• Access to continual education through CareMax University
• Starting with 18 days of Paid Time Off
• 8 company paid holidays plus a floating holiday

About you:

TheCall CenterRepresentativeis responsible for receiving and screening in-bound English and Spanish calls to determine caller’s need/s and resolve/s or re-direct/s requests/concerns if appropriate.

Qualifications And Skills

• Ability to multi-task.
• High School Diploma or equivalent.
• English and Spanish speaking preferred
• Must be proficient in Microsoft Office, data entry, knowledge of computer applications, scanning, faxing etc.
• Previous experience in a Healthcare customer/patient service role.
• Minimum of one-year experience in a healthcare/medical office or health care Call Center required to include scheduling of medical appointments.
• Ability to work in a Metrics environment and Telephone Queue Monitoring System.
• Excellent organizational, inter-personal, and customer service skills.

Essential Duties And Responsibilities

• Participate in Staff and Educational Meetings.
• Other duties as assigned.
• Addresses callers needs which may include resolving issues and educating caller.
• Takes messages for Providers and/or respective Medical Center personnel and documents message/Callers request via Task function in Nextgen and/or e-mail.
• Ensure respective voicemail messages are reviewed by 12:00 noon and end of day and addressed.
• Assist patients by scheduling, canceling and/or confirming medical provider appointments and Transportation (if applicable).
• Attentively listens and screens calls to identify caller’s needs and provides guided assistance as needed, re-directs caller (if appropriate) to respective team(s)/Queue(s).
• Representative escalates unresolved issues to respective Management team.
• Representative works within defined parameters which defines work expectations.
• Updates required Patient Profile fields when necessary via appropriate Enrollment Change form.
• Handles in a professional, courteous, and timely manner inbound and outbound calls.
• Multi-tasks which include the use of multiple computer applications simultaneously.
• Meets established Departmental Metrics (Qualitative and Quantitative).
• Scheduling of appointment must be in accordance with established Provider Scheduling rules.

Come join the CareMax family and be part of Health with Heart. Help us continue to change lives every day!

CareMax provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, disability status, genetics, citizenship status, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws

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