Call Center Representative
In this highly visible, front-line role, you will ensure patients and their authorized family members have a positive, seamless experience using our online tools.
What You Will Do:
- Act as the first point of contact for patient inquiries regarding enrollment, logins, product features, and technical problems.
- Provide professional and efficient support through various communication methods, including telephone, email, and instant messaging.
- Answer calls and process user-generated self-service tickets using ITIL best practices.
- Maintain strict patient confidentiality at all times by observing HIPAA guidelines.
- Collaborate with coworkers to effectively resolve issues that impact hospital operations and participate in service desk improvement projects.
What We Are Looking For:
- A high school diploma and experience with computers, web browser software, and the Internet.
- Excellent customer service, interpersonal, and analytical problem-solving skills with a high degree of patience.
- The ability to multitask, prioritize work requirements, and adapt flexibly in day-to-day activities.
- Knowledge of desktop hardware, operating systems, browsers, and mobile devices like smartphones and tablets.
- Prior healthcare experience or previous experience in a phone-based customer/patient services role is strongly preferred.
Work Environment: This is an office-based position. You will sit at a desk on a computer answering phone calls and documenting for an 8-hour shift, with a 30-minute unpaid lunch break.
Apply today to help us deliver exceptional technical support and patient care!
salary: $19 - $19.5 per hourshift: First
work hours: 8 AM - 5 PM
education: High School
Responsibilities
Under general direction of the Patient Gateway Supervisor, the Patient Services Specialist is responsible for responding to inquiries from patients and authorized family members using Partners HealthCare online tools. This important and highly visible role is a “front-line” position handling patient inquiries regarding enrollment, logging in, product features and technical problems.The Patient Services Specialist may be asked to perform other tasks as needed.
Principal Duties and Responsibilities- Contributes to a positive experience for patients and families through professional, efficient andeffective telephone and online interactions.
- Respects patient confidentiality at all times, observing HIPAA guidelines.
- Answers and records calls using ITIL best practices.
- Processes user-generated self-service tickets using ITIL best practices.
- Resolves issues utilizing available resources and documentation.
- Utilizes various communication methods including telephone, email and instant messaging.
- Prioritizes work based upon guidance provided by Patient Gateway Supervisor.
- Escalates issues that cannot be resolved in a timely manner.
- Call Center
- Call Center Support
- Active Listening
- Telephone Etiquette
- Patient Support
- patient access
- Basic Software Skills
- Typing Skills
- Follow-up
- Adapting to Change
- Years of experience: 1 year
- Experience level: Entry Level
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.