**Experienced Customer Service Representative (Healthcare/Remote) - Transforming Senior Care with Compassion and Excellence**

About Us

VIPCare, part of The Better Health Group Team, is a pioneering organization dedicated to revolutionizing the healthcare industry by providing exceptional, patient-centered care to our senior community. Our mission is to transform the basics and contribute to great outcomes for the seniors we serve, extending the concept of Better Health to our families, communities, and the prominent Medicare beneficiaries we serve.

Join Our Team

Are you ready to embark on a mission that goes beyond the ordinary? Do you possess a genuine passion for taking care of seniors and a commitment to transforming the approach from Sick Care to true Health Care? If so, we invite you to join our team as a VIP Helpline Agent and be a part of a profound movement towards Better Health for our patients and ourselves.

Our Core Values

At VIPCare, we value 5-Star Service and live by our core values of:

• Empathy: We understand the unique needs and challenges of seniors and approach each interaction with compassion and kindness.
• Continuous Improvement: We strive for excellence in every interaction, always seeking ways to improve our services and outcomes.
• Professionalism: We maintain the highest standards of professionalism in our interactions with patients, families, and healthcare providers.
• Teamwork: We work collaboratively with our team members to achieve our mission and provide exceptional care to our patients.
• Integrity: We operate with integrity, honesty, and transparency in all our interactions and decisions.

Position Objective

As a VIP Helpline Agent, 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

The following are the key responsibilities of the VIP Helpline Agent:

• Answer incoming healthcare contact center calls and 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

The following are the essential requirements and skills for the VIP Helpline Agent position:

• 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

The following are the key attributes and skills required for success in this role:

• 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.

Career Growth Opportunities and Learning Benefits

VIPCare is committed to the growth and development of our team members. We offer a range of career growth opportunities and learning benefits, including:

• Regular training and development programs to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth.
• A supportive and collaborative work environment that encourages teamwork and innovation.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.

Work Environment and Company Culture

VIPCare is a remote-friendly organization that values flexibility and work-life balance. Our team members work from the comfort of their own homes, with access to the latest technology and tools to support their work. We foster a culture of collaboration, innovation, and continuous improvement, with a focus on delivering exceptional patient care and outcomes.

Compensation, Perks, and Benefits

VIPCare offers a competitive compensation package, including:

• A salary range of $40,000 - $60,000 per year, depending on experience.
• A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
• A range of perks and benefits, including flexible work arrangements, professional development opportunities, and access to the latest technology and tools.

How to Apply

If you are a motivated and compassionate individual who is passionate about delivering exceptional patient care and outcomes, we invite you to apply for the VIP Helpline Agent position. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!