AMC Health is a leading provider of single source, turnkey telehealth solutions that extend care in the home combining telemonitoring technology such as biometric data acquisition, medication compliance, interactive voice response (IVR), and video enhanced remote collaboration with Telecare Management (TCM) including clinical services and account management, outcomes analytics and reporting, and client services such as fully managed device fulfillment/logistics, patient engagement and customer support services.
Primary Job Function:
The Patient Services Specialist is responsible for delivering excellent customer service to patients and clients by providing information, assisting with installation of medical devices, and troubleshooting/resolving service problems or concerns. A proven track record of world-class customer service and a compassionate, ‘can-do’ personality is required for success in this position. Proper attention to detail and customer focus/empathy are essential to achieve the required levels of Client and Patient satisfaction.
Essential Job Functions:
Performs all work in accordance with the Business requirements, department procedures and work instructions
Receives inbound calls and determines service/troubleshooting requirements by working with patients and customers. Also assists patients with self-installation of devices over the phone
Makes outbound calls to patients to assist in preparation for receipt of TeleHealth devices
Participates in outbound dialing campaigns as needed
Escalates any unresolved patient issues to Patient Services management, as appropriate
Documents accurately and comprehensively based on work instructions and current organization policies and procedures
Meets key performance metrics and SLAs
May need to work varying shifts, depending on business need
Performs other tasks as assigned by Management
Competencies Required for the Position:
Excellent written and oral communication skills
Bi-lingual (Spanish preferred)
Call Center/Contact Center Experience required
Empathy when dealing with our patients or clients required
Must demonstrate excellent problem-solving skills
Technical aptitude required
Required KPIs: Calls Per Hour, ASA, Talk Time, and additional KPIs as defined by management based on business need
Qualifications
Experience/Education/Computer Proficiency Requirements:
Requires a minimum of two (2) years’ experience in a call center/contact center environment
Requires high school diploma. (Associate degree from a college or university preferred)
Requires High Speed Internet connection, hardwired router connection,
Required: Home office (a quiet and distraction-free workspace)
Basic computer skills: MS Office, Outlook360, working knowledge of desktop applications
Requires excellent troubleshooting skills
Working knowledge of Bluetooth and modem functionality required
Ability to type a minimum of 30 WPM while talking with the member/patient
Benefits and Perks
Work from home
401(k) Savings Plan
Stock Options
Medical Plans
Dental Plans
Vision Plan
Dependent Care Account
Flexible Spending Account
Company Paid Holidays
Paid Time Off (PTO)
Short-term Disability
Long-Term Disability
Life Insurance with Accidental Death/Dismemberment Coverage
Supplemental Life Insurance (Optional)
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