[Remote] Trilingual Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Guideway Care is The Patient Activation Company™ that aims to activate patients through its innovative technology. The Trilingual Customer Service Representative will provide one-on-one customer service support to patients, including telephone interactions, documentation, and collaboration with healthcare providers to enhance patient care.ResponsibilitiesAnswer 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 skillsCapable of multi-tasking in a fast-paced environmentRemain calm and courteous under pressureProficient 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 positionSkills1+ years of healthcare, sales, or customer service experience - preferably in a contact center environmentProficient 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 resultsTrilingual in English, Spanish, and Brazilian PortugueseExcellent customer services skillsCapable of multi-tasking in a fast-paced environmentRemain calm and courteous under pressureThis role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position1+ years experience working in a call center preferred1+ years experience working in a medical or healthcare environment preferredPrevious medical scheduling experience preferredBenefitsMedical InsuranceVision InsuranceDental InsuranceFlexible Spending Account (FSA)Company paid short- and long-term disabilityEmployee Assistance ProgramLife InsuranceAccident insuranceOther voluntary benefit programs for employees and their eligible dependents.401(k) retirement plan with a company matchCompany OverviewGuideway Care works with companies, hospitals, specialty practices & health plans to support patients from initial interest. It was founded in 2016, and is headquartered in Birmingham, Alabama, USA, with a workforce of 201-500 employees. Its website is https://guidewaycare.com/.