Healthcare Call Center Representative

Job title: Healthcare Call Center Representative in Rochester, NY at Emerge Talent Cloud
Company: Emerge Talent Cloud
Job description: Patient Care Representative
Shifts: 40 hours per week, 3 shift options:

• Monday - Friday: 9:00 am - 5:00 EST pm
• Monday - Friday 11-7pm EST
• Monday - Friday 2-10pm EST

Are you a compassionate and dedicated professional looking to make a meaningful impact in patient care? Join our team as a Patient Care Representative in a thriving call center environment. Help improve healthcare experiences for patients by delivering exceptional service and support.About the Patient Care TeamOur call center is the heart of operations, placing patients at the forefront of everything we do. As a team member, you’ll play a key role in providing excellent service to patients, providers, and pharmacies. This dynamic position offers the opportunity to interact directly with patients while collaborating with internal teams to ensure needs are met with the highest level of care.Key Responsibilities

• Call Handling: Professionally and empathetically respond to incoming customer calls, emails, or chats, providing accurate information and resolving queries. Average daily call goal: 75+.
• Issue Triage: Identify the nature of customer issues and direct them to the appropriate internal teams for resolution.
• Feedback Collection: Gather patient feedback on technical issues and communicate it to account management, partner pharmacy, and product teams to support continuous improvement.
• Problem Solving: Understand patients’ needs, clarify information, research solutions, and present alternatives to ensure satisfaction.
• Customer Engagement: Build strong, positive relationships with patients and foster lasting connections through exceptional service.
• Documentation: Maintain detailed and comprehensive records of all customer interactions for future reference.

Qualifications

• High School Diploma or equivalent.
• Minimum of 2 years of experience in customer support, service, or success roles, ideally within healthcare or high-growth startups.
• Proven success in a call center environment with excellent performance metrics.
• Strong problem-solving skills, with a focus on process improvement.
• Preferred: Pharmacy Technician certification (support for obtaining certification provided).

What We Offer

• A rewarding role addressing real-world challenges related to medication access.
• Generous vacation package.
• Comprehensive healthcare benefits.
• Competitive pay: $15.00–$18.00 per hour, based on experience and performance.
• Fully remote with growth opportunities

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Expected salary: $15 - 18 per hour
Location: Rochester, NY
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