About the position:
We’re looking for a full-time Customer Service Representative for our Customer Service Team in Lima, Peru or Medellín, Colombia. As part of our team, you will have the chance to help us improve the healthcare experience in the US for thousands of patients. Ideal candidates are passionate about helping patients with scheduling appointments, answering questions, and addressing any non-clinical concerns.
Responsibilities:
- Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
- Provide accurate, satisfactory answers to patients’ queries and concerns
- De-escalate situations involving dissatisfied patients, offering patient assistance and support
- Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
- Guide patients through navigating the practice website and or troubleshooting the member/patient app
- Help patients to find the right care and specialists within the practice network
- Review patient accounts, providing updates and information about billing and other account items
- Collaborate with other concierge services professionals to improve patient experience
- Help to train new employeesand inform them about the company’s customer management policies
Required skills and qualifications:
- University degree
- Strong written and verbal communication skills (fluency in both English and Portuguese is required)
- Great active listening skills
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Excellent troubleshooting skills
- Computer literacy (experience with Salesforce Health Cloud is a plus)
- Phone skills, including familiarity with complex or multi-line phone systems
- Expertise in the customer service area and/or healthcare is a plus
Who we are:
third way health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.