Trilingual Customer Service Representative

About Guideway Care*Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™Job Summary:We are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Trilingual Contact Center Team, you will have the opportunity to deliver one-on-one customer service support to patients all over the United States. The key tasks include telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care. We seek individuals that not only can perform work independently but also enjoy being part of a team and like to continuously learn and grow! Shift Available:11:30 AM - 8:00 PM CSTEssential Functions:Answer telephone promptly and in a polite and professional mannerObtain and enter accurate demographic information into electronic medical recordAnswer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organizationSeeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levelsMeets and exceeds call volume standardsAdheres to all HIPAA policiesAdheres to all Sequence Health policiesDirect calls to other departments as neededUse sound judgment in handling calls, especially with upset patientsUnderstanding of when to escalate calls to physicians/practice manager/triage nurseMake reminder calls as requestedMake calls to reschedule appointments when necessaryProvide assistance with call backs and other projects as call volume permitsAny other duties necessary to drive our values, fulfill our mission, and abide by our company valuesExcellent customer services skills Capable of multi-tasking in a fast-paced environmentRemain calm and courteous under pressure Proficient with computers and navigating web-based applicationsThis role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position. Required Skills/Abilities:1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment1+ years experience working in a call center preferred1+ years experience working in a medical or healthcare environment preferredPrevious medical scheduling experience preferredProficient using Microsoft Office Suite (Excel, Word, and Outlook) and InternetAbility to handle confidential and sensitive informationAbility to handle a "call center" environment: work quickly and multi-taskAbility to multi-task using several systems and multiple monitors at the same timeProficient with technology, software applications, and phone systemsExceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results Trilingual in English, Spanish, and Brazilian PortugueseSupervisory Responsibilities: NoneTravel Requirements: 0% REMOTEWork Authorization:Guideway Care does not offer Immigration or work visa sponsorshipTotal Rewards:The target salary range for this role is $18 - $21 per hour. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations. In addition, team members enjoy …Benefits package including:Medical InsuranceVision InsuranceDental Insurance Flexible Spending Account (FSA), Company paid short- and long-term disability, Employee Assistance Program, Life Insurance, Accident insurance, and other voluntary benefit programs for employees and their eligible dependents.401(k) retirement plan with a company matchEssential Duties and ResponsibilitiesAble to work remotely at home in a private HIPAA compliant workspaceAble to house company equipment needed to perform jobBroadband Internet AccessInternet download speed must be at least 24 mbps and upload speed at least 4 mbpsImmigration or work visa sponsorship will not be provided Physical Demands:Ability to hear in normal range and wear a headset / earpieceGood visual acuity to read computer screens, scripts, forms etc.May sit 100% of the time when taking callsAccess to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.Guideway Care requires all candidates to successf