Customer Service Representative

Company Overview

TelliHealth is an innovative company specializing in Remote Patient Monitoring (RPM) and Chronic Care Management (CCM), focused on enhancing patient care through advanced technology. Their mission is to improve patient outcomes and healthcare efficiency by equipping providers with state-of-the-art solutions that transform the healthcare experience.

Job Location Requirement

This is a remote work opportunity, but candidates must reside in one of the specified states: Alabama, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, New Hampshire, Montana, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, or Wisconsin.

Role Description and Responsibilities

• Handle a high volume of inbound and outbound calls promptly, adhering to communication scripts across various subjects.
• Work collaboratively with supervisors and teammates to solve workflow and patient care issues and meet operational demands.
• Understand and address customer needs by clarifying details, researching problems, and supplying appropriate solutions or alternatives.
• Develop lasting relationships through exceptional customer service.
• Accurately document all interactions in call center databases.
• Educate patients on proper use of vital sign monitoring devices and support adherence to monitoring protocols.
• Troubleshoot device issues to guarantee correct usage.
• Enroll and educate patients in both RPM and CCM healthcare services.
• Serve as a knowledgeable resource for patient inquiries regarding referrals and treatment plans prescribed by doctors.
• Perform front and back-office administrative tasks such as scheduling appointments, verifying patient details, and updating records.
• Utilize Electronic Health Record (EHR) systems for patient data verification and management.
• Manage outbound communications, including triage calls, and route patients to appropriate clinical or departmental staff.
• Distribute educational resources about referrals, conditions, and device usage to ensure accuracy in vital sign collection aligned with treatment plans.
• Achieve and contribute towards individual and team targets both qualitatively and quantitatively.

Requirements

• High school diploma or equivalent credential is mandatory.
• At least one year of experience working in a call center environment is required.
• Must have a work environment compliant with HIPAA privacy regulations.
• Reliable internet connection with minimum speeds of 35 Mbps download and 10 Mbps upload is necessary.
• Certification in Medical Assisting is preferred but not required.
• Excellent phone etiquette, verbal communication, and active listening skills.
• Comfortable working with Google Suite and quick adaptability to multiple documentation and communication platforms.
• Customer-oriented mindset and ability to adapt to various personality types.
• Strong multitasking abilities, priority setting, and effective time management skills.
• Alignment with TelliHealth’s core values: being "All IN," demonstrating Intelligence, Innovation, and Integrity.