Job Description

Join Sequence Health's Contact Center Team

Sequence Health is a mission-driven organization committed to improving patient care and providing superior patient activation solutions to healthcare organizations. We pride ourselves on building an inclusive culture and hiring team members who are motivated by purpose, impact, growth, and innovation.

Want to be part of a team making a difference in patient care while also growing your career? If YES! Keep reading!

We are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Contact Center Team, you will have the opportunity to deliver one-on-one customer service support to patients all over the United States. The key tasks include telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care.

We seek individuals that not only can perform work independently but also enjoy being part of a team and like to continuously learn and grow! Varying shifts available!

Essential Functions:

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels
• Meets and exceeds call volume standards
• Adheres to all HIPAA policies
• Adheres to all Sequence Health policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to physicians/practice manager/triage nurse
• Make reminder calls as requested
• Make calls to reschedule appointments when necessary
• Provide assistance with call backs and other projects as call volume permits
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

Required Skills/Abilities:

• 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
• 1+ years experience working in a call center preferred
• 1+ years experience working in a medical or healthcare environment preferred
• Previous medical scheduling experience preferred
• Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
• Ability to handle confidential and sensitive information
• Ability to handle a "call center" environment: work quickly and multi-task
• Ability to multi-task using several systems and multiple monitors at the same time
• Proficient with technology, software applications, and phone systems
• Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results
• Bilingual in English and Spanish

Supervisory Responsibilities:

None

Travel Requirements:

0%

Work Authorization:

• Sequence Health does not offer Immigration or work visa sponsorship

Total Rewards:

The target salary range for this role is $16 per $18. An individual's salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.

In addition, team members enjoy a benefits package including:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Flexible Spending Account (FSA)
• Company paid short- and long-term disability
• Employee Assistance Program
• Life Insurance
• Accident insurance
• And other voluntary benefit programs for employees and their eligible dependents
• 401(k) retirement plan with a company match

Essential Duties and Responsibilities:

• Able to work remotely at home in a private HIPAA compliant workspace
• Able to house company equipment needed to perform job
• Broadband Internet Access: Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
• Immigration or work visa sponsorship will not be provided
• Physical Demands:
• Ability to hear in normal range and wear a headset / earpiece
• Good visual acuity to read computer screens, scripts, forms etc.
• May sit 100% of the time when taking calls
• Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

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