Healthcare Customer Service Expert - Phone Intake

Position Overview

As a Healthcare Customer Service Expert within a high-volume call center environment, you will serve as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations. You will handle approximately 60-65 inbound calls a day ranging from healthcare service requests to more complex inquiries. Hiring for Multiple Positions!

Location: 100% Remote

Start Date: Monday, June 2nd 2025

Compensation: $17.50/hour + monthly bonus incentives

Formal Training & Nesting Hours: first 5 weeks; Monday – Friday, 9:00am to 5:30pm EST, followed by a transition to your assigned shift.

Available Shift after Training: Monday - Friday, 9:30 AM - 6:00 PM EST

Note: Nesting is the critical phase after formal training where new hires apply their skills in a live environment with additional support.

Key Responsibilities

• Work Environment: Operate from home in a remote, high-volume healthcare call center.
• Call Handling: Answer 60-65 inbound calls daily from providers, referral sources, and patients.
• Customer Assistance: Utilize multiple applications and a dual monitor setup to help customers with initiating healthcare services including durable medical equipment and home medical equipment inquiries.
• Call Types:
  • Inquiry Calls: Check the status of new service requests.
  • New Service Requests: Submit initial requests for items such as wheelchairs, wound care, and diabetic supplies.
• Team Commitment: Strive to meet performance targets (e.g., call average handle time, call quality, attendance, and adherence) and contribute to a positive team environment.

Required Qualifications

• Education: High School Diploma or GED.
• Experience: Minimum 2 years of customer service experience in a call center environment and 1 year working in healthcare with medical terminology.
• Technical Skills: Proficient in using dual monitors and multiple applications.
• Keyboarding: Ability to type at a speed of 30 WPM while performing data entry.
• PC Skills: Basic proficiency in Microsoft Office applications including Word, Excel, Outlook, and Teams.
• Assessment: Must achieve a passing score on the SHL Customer Service Phone Simulation Assessment.
• Compliance: Consistently adhere to company policies including HIPAA/PHI regulations.

Benefits & Perks

• Remote Work: Enjoy a 100% remote work environment.
• Formal Training & Nesting: Benefit from 5 weeks of structured training with additional live support during the nesting phase.
• Competitive Compensation: Earn $17.50/hour plus monthly bonus incentives.
• Steady Monday - Friday schedule with designated breaks to support work-life balance.

CareCentrix maintains a drug-free workplace. We are an equal opportunity employer. Employment decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or veteran status. CareCentrix accepts applications on an ongoing basis until a suitable candidate is identified.

#IDCC