Experienced Customer Service Representative for Healthcare Technologies – Remote Call Center Support Specialist

Introduction to blithequark

blithequark is a leading organization in the healthcare technologies industry, dedicated to providing innovative solutions that improve patient care and outcomes. As a customer-centric company, we are committed to delivering exceptional service and support to our clients and patients. We are seeking an experienced Customer Service Representative to join our team, providing top-notch support to patients and healthcare professionals through our call center operations.

Job Overview

The Customer Service Representative will be responsible for handling a high volume of inbound and outbound calls, providing answers, insights, instructions, and assistance for patient scheduling for heart scans at home. This is a 100% remote position, with a preferred location in the Eastern Standard Time (EST) zone. The successful candidate will have a strong background in customer service, excellent communication skills, and the ability to work in a fast-paced call center environment.

Key Responsibilities

• Handle a large volume of inbound and outbound calls in a timely manner, providing exceptional customer service and support to patients and healthcare professionals.
• Follow communication scripts and use knowledge of blithequark's products and services to go off-script when necessary, providing personalized support and solutions to callers.
• Identify patient needs, learn and utilize the Caption platform for scheduling appointments, schedule new appointments, modify/cancel existing appointments, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups, to ensure that all issues are resolved and customers are satisfied.
• Recommend improvements for systems and processes to boost organizational efficiency, leveraging data and insights gathered by the call center to influence process improvements.
• Memorize scripts for Caption Care services and refer to them during calls, ensuring that all customers receive consistent and accurate information.
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
• Meet daily qualitative and quantitative targets for call volume and achieve all objectives for service, productivity, and quality, consistently striving for excellence in customer support.
• Create and maintain a record of daily problems and remedial actions taken, using the call-center database to track issues and identify areas for improvement.
• Perform other duties as assigned, demonstrating flexibility and adaptability in a fast-paced call center environment.

Essential Qualifications

• High school degree or equivalent required, with 3-5 years of experience working in a call center or customer support role.
• Strong active listening and verbal communication skills, with the ability to effectively communicate with patients, healthcare professionals, and internal stakeholders.
• Proficiency in problem-solving, with the ability to analyze issues and provide creative solutions to customers.
• Expertise in conflict resolution, with the ability to de-escalate tense situations and provide positive outcomes for customers.
• Ability to multitask and manage time effectively, prioritizing calls and tasks to meet daily targets and objectives.
• Proficient with Microsoft 365 or similar software, with the ability to quickly learn new systems and technologies.

Preferred Qualifications

• Experience working in a healthcare-related field, with knowledge of medical terminology and healthcare operations.
• Previous experience with the Caption platform or similar scheduling software, with the ability to quickly learn and utilize new systems.
• Strong analytical skills, with the ability to leverage data and insights to recommend process improvements and influence organizational change.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong problem-solving and analytical skills, with the ability to analyze issues and provide creative solutions.
• Ability to work in a fast-paced call center environment, with the ability to prioritize tasks and manage time effectively.
• Proficient with technology, including Microsoft 365 and similar software, with the ability to quickly learn new systems and technologies.
• Strong attention to detail, with the ability to accurately document customer interactions and issues.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to ongoing training and development opportunities, including:

• Comprehensive training program, including product knowledge, communication skills, and customer service techniques.
• Ongoing coaching and feedback, with regular performance evaluations and opportunities for growth and development.
• Access to online training resources and courses, including industry-specific training and professional development opportunities.
• Opportunities for advancement, including promotions to senior customer service roles or other positions within the company.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and supportive work environment that fosters growth, development, and success. As a remote employee, you will be part of a virtual team that values collaboration, communication, and teamwork. Our company culture is built on the following principles:

• Customer-centric approach, with a focus on delivering exceptional service and support to our clients and patients.
• Collaborative and supportive work environment, with a focus on teamwork and communication.
• Emphasis on growth and development, with ongoing training and development opportunities.
• Flexible and adaptable approach, with a focus on prioritizing tasks and managing time effectively.

Compensation, Perks, and Benefits

As a Customer Service Representative at blithequark, you will be eligible for a competitive hourly rate, with opportunities for overtime and bonuses. Our compensation package includes:

• Hourly rate of $22.00 - $23.00 per hour, with opportunities for overtime and bonuses.
• Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) and other retirement savings options.
• Flexible scheduling, with the ability to work from home and prioritize tasks and manage time effectively.
• Access to online training resources and courses, including industry-specific training and professional development opportunities.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at blithequark, you will be part of a dynamic and supportive team that values growth, development, and success. Apply today to join our team and take the first step in an exciting and rewarding career in customer service!