Call Center Representative

Company Overview: TelliHealth is a dynamic and innovative Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) company committed to revolutionizing patient care delivery through technology. With a focus on improving patient outcomes and enhancing healthcare efficiency, we leverage cutting-edge solutions to empower healthcare providers and transform the patient experience.

Responsibilities:

Manage a large volume of outbound and inbound calls in a timely manner.

Follow communication scripts when handling various topics.

Collaborating with other team members and supervisors to address workflow challenges, patient care issues, and other operational needs.

Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

Build sustainable relationships and engage customers with excellent service.

Keep records of all conversations in call center databases in a comprehensible way.

Provide education and guidance to patients to ensure accurate use of vital sign monitoring devices.

Assist in maintaining adherence of patients monitoring their vital signs.

Perform troubleshooting on different vital sign monitoring devices to ensure proper usage.

Educate and enroll patients in both RPM & CCM services.

Act as a go-to resource for patients with questions about their referrals or the treatment plan prescribed by their doctor.

Perform both front and back office duties, including setting up appointments, verifying patient information, and updating records.

Use EHR systems to verify and maintain patient information.

Handle outgoing calls, including triage calls, and transfer to appropriate clinical staff members and department teams.

Provide patients with educational materials, including information about their referrals, conditions, device education to ensure accurate vital sign readings in accordance with their treatment plans.

Meet personal/team qualitative and quantitative targets.

Requirements:

High school diploma or equivalent, required

1 year of call center experience, required

HIPAA Compliant work space, required

Minimum internet speed of 35 Mbps download and 10 Mbps upload, required

Medical Assisting certification, preferred

Strong phone and verbal communication skills along with active listening

Familiarity with Google Suite, ability to quickly learn and properly use several systems for documentation and communication

Customer focus and adaptability to different personality types

Ability to multi-task, set priorities and manage time effectively

Exemplifies Tellihealth's values: All IN, INtelligence, INnovation and INtegrity.