Customer Service Representative - Remote

Overview

This role is pivotal in delivering an exceptional, positive experience for every caller. Positioned at the heart of our engagement center, the successful candidate will be the first point of contact for all incoming communications to Denova Collaborative Health, ensuring each interaction is handled with care and professionalism.

In Short

• Answer incoming and outgoing calls for scheduling new and existing patient services in a high-volume call center environment.
• Manage multiple web-based systems to assess patient eligibility, explain insurance costs, and ensure accurate data entry.
• Maintain strict adherence to HIPAA guidelines while handling confidential patient information.
• Achieve key performance indicators such as call adherence, capacity, and attendance standards.
• Conduct and document confirmation calls 48 and 24 hours prior to appointments.
• Collect and update all pertinent demographic information, insurance information, and medical information.
• Collaborate with team members to enhance service delivery and resolve operational issues.
• Other duties and special projects as assigned.

Requirements

• High school diploma or GED required.
• Minimum of one year of customer service experience in a call center, preferably with a focus on patient care and insurance.
• Excellent communication, organizational, and strong customer service skills required.
• Proficiency in electronic clinical documentation and scheduling systems.
• Exceptional attention to detail and advanced critical thinking abilities.
• Strong problem-solving and conflict resolution skills.
• Accurate data entry skills with the ability to manage multiple tasks and projects simultaneously.
• HIPAA compliant; bilingual in English and Spanish preferred.

Benefits

• Comprehensive low-cost medical, dental, and vision insurance.
• Generous retirement plan with a 3% company match.
• Secure your future with both long and short-term disability options.
• Enjoy holiday pay, PTO, and life insurance benefits.
• Protect your future with long and short-term disability options.
• We offer an employee wellness program and fantastic discounts for all Denova team members.
• And there's so much more waiting for you!