Healthcare Customer Service Expert - Phone Intake

Overview:

As a Healthcare Customer Service Expert within a high-volume call center environment, you will serve as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. You will handle approximately 60-65 inbound calls a day ranging from healthcare service requests to more complex inquiries.

Hiring for Multiple Positions!

Location: 100% Remote

Start Date: Monday, June 2nd 2025

Starting Pay: $17.50/hour + monthly bonus incentives

Formal Training & Nesting Hours: first 5 weeks; Monday – Friday, 9:00am to 5:30pm EST, followed by a transition to your assigned shift.

Available Shift after Training & Nesting: Monday - Friday, 9:30AM - 6:00PM EST

Note: Nesting is the critical phase after formal training where new hires apply their skills in a live environment with additional support.

Responsibilities:

A Day in the Life of a Phone Intake Associate
• Work Environment: Work from home in a remote and high-volume healthcare call center.
• Call Handling: Servicing 60-65 incoming calls daily from providers, referral sources, and patients through an inbound phone queue.
• Customer Assistance: Utilize multiple applications and a dual monitor setup to assist customers with initiating healthcare services. This includes durable medical equipment, home medical equipment, providing information, and answering questions related to service registration.

Call types can include:
• * Inquiry Calls: Checking the status of new service requests.
• New Service Requests: Submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc.
• Work Schedule: Team members work an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day.

This role is for you if:
• You strive to meet or exceed individual performance targets in key areas such as call average handle time (AHT) quality of call, attendance, adherence, and other contact center objectives specific to the call center and job role.
• You demonstrate empathy and patience when assisting callers with difficult inquiries or complex requests.
• You exhibit a strong attention to detail.
• You consistently adhere to all company policies, including HIPAA/PHI regulations.
• You contribute to a positive team environment. We appreciate team members who bring enthusiasm, fun and enjoyment to their work.

Qualifications:
• Education: High School Diploma or GED.
• Experience: Minimum 2 years of customer service experience in a call center environment, and 1 year working in healthcare with medical terminology.
• Technical Skills: Proficient with navigating dual monitors and multiple applications.
• Keyboarding: Type at a speed of 30 WPM with ability to perform data entry while actively listening.
• Search Engine Use: Competence in tasks like clicking, troubleshooting, opening a browser, bookmarking sites, and navigating with back/forward buttons.
• PC Skills: Basic skills in Microsoft Office including Word, Excel, Outlook, and Teams for communication and scheduling meetings.
• Assessment: A passing score on the SHL Customer Service Phone Simulation Assessment is required to proceed in the interview process.

CareCentrix maintains a drug-free workplace.

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We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.

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