Company Description
Octiva Healthcare provides a 24/7 extension of clinics with three tiers of services: support specialists for general inquiries, message-taking, and appointment scheduling; nurses for medical concerns; and clinicians for advanced medical care.
Position Overview:
We are seeking a dedicated Healthcare Support Specialist to join our remote team. This role is pivotal in managing inbound patient calls, ensuring seamless communication, and providing exceptional service to our patients.
Key Responsibilities:
- Patient Interaction: Manage and respond to inbound patient calls with professionalism and empathy. Address patient inquiries regarding appointments, medical procedures, and general health concerns.
- Appointment Management: Schedule, reschedule, or cancel patient appointments using our electronic health record system. Ensure all appointments are accurately recorded and patients are informed of their appointment details.
- Call Routing: Efficiently route calls to the appropriate members of our clinical care team, including doctors, nurses, or specialists, based on the patient's needs.
- Technical Support: Provide basic technical assistance to patients using telehealth services or accessing patient portals. Troubleshoot common issues to ensure patients can utilize our digital health platforms effectively.
- Documentation: Maintain accurate and confidential patient records. Ensure all interactions are logged correctly in compliance with HIPAA regulations.
- Customer Service: Deliver high-quality customer service, aiming to resolve patient concerns in one call when possible. Follow up on unresolved issues to ensure patient satisfaction.
- Team Collaboration: Work closely with clinical staff to relay critical information and ensure continuity of care. Participate in team meetings to discuss patient care improvements and operational efficiencies.
Skills and Qualifications:
- Excellent communication skills, both verbal and written, with a focus on patient interaction.
- Proficient in computer use, including experience with healthcare software and electronic health records.
- Strong problem-solving skills and the ability to troubleshoot technical issues.
- Ability to handle sensitive information with discretion and confidentiality.
- Experience in a customer service role, preferably within healthcare or a similar high-touch environment.
- Empathy and patience when dealing with sick or stressed patients.
- Comfortable working remotely with the discipline to manage time and tasks effectively.
Additional Information:
- This position is fully remote, requiring a reliable internet connection and a quiet workspace.
- Must be available to work during standard business hours, with potential for some early or late shifts to accommodate patient needs.
- This role is essential in enhancing our patient experience by ensuring they have access to the care they need when they need it, all while maintaining the highest standards of customer service in a healthcare setting.
IMPORTANT: to complete your application, please complete the following Microsoft Form questionnaire. Not completing this form will disqualify from the position. You may need to copy and paste the URL into your web browser.
https://forms.office.com/Pages/ResponsePage.aspx?id=LjKMCGGtrEKvWOUlgQ9sJCBzYVysoadJg0Zvkqzfs6hUNEVQMzBLSFlHNFpJVThJVVpOVzJFRDFJVS4u
Available Shifts:
- One Position: 40 paid hours per week
- Monday to Friday, 5:00 AM - 1:30 PM PST
- One Position: 40 paid hours per week
- Monday to Friday, 6:00 AM - 2:30 PM PST
- One Position: 11 paid hours per week
- Saturday & Sunday, 4:00 AM - 10:00 AM PST
- One Position: 15 paid hours per week
- Friday & Saturday, 9:00 PM - 5:00 AM PST
Job Types: Full-time, Part-time
Pay: $15.00 - $18.00 per hour
Benefits:
- Family leave
- Paid time off
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Every weekend
- Morning shift
- Night shift
- Overnight shift
Work Location: Remote
