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Call Center Experience Specialist – Remote
Remote
About Thriveworks
Thriveworks is a membership-based, national mental health organization with a mission to help people live happy and successful lives through increased access to Mental Health Services via Telehealth, In-Person, and Tele-Psychiatry. We’ve grown to 40+ states and over 350 locations, nationally.
We’re transforming our Contact Center by building a culture of service excellence through a client-centric redesign of our support roles with new technology, amazing training, new leadership, and increased compensation!
Compensation: $17.50
Call Center hours: Monday- Friday 7:00am-9:30pm. Saturdays 7:00am-6:00pm, and Sundays 8:00am-5:00pm, EST
Key Responsibilities
- This is a full-time remote position.
- On average you will handle 50-60 calls per day, with 65% first call resolution
- Handle each interaction with empathy and compassion to foster exceptional client satisfaction
- Provide best in class customer experience using Thriveworks service model-RISE
- Act as a subject matter expert by providing detailed information on all of Thriveworks services and other related inquiries
- Ability to document proficiently in a fast-paced healthcare environment
- Navigate multiple systems, programs, and applications while creating a dynamic customer experience
- Direct calls to appropriate departments for further resolution, while setting clear expectations for clients on the next steps
- Protect patients’ rights by maintaining the confidentiality of personal and financial information (Adhere to HIPPA laws)
- Work collaboratively in an ever-changing team-oriented environment
- This position requires flexibility with your schedule, including evenings and weekends
Qualifications
- 1-3 years healthcare experience
- 1-3 years call center experience
- Bachelor’s degree preferred or will take equivalent work experience
- A firm grasp of web-based billing software or Electronic Health Records
- Excellent verbal and written communication skills
- Professional acumen through action and communication
- Must be able to learn new concepts and processes quickly
- An above-average aptitude with internet/computer use
- Ability to multitask by accessing computer information and using various systems simultaneously.
- Energetic, upbeat, and friendly with a positive attitude
- Critical thinker with advanced problem-solving skills
- Must be very detail-oriented
- Self-driven attitude and ability to work well independently
- Solid work history and transferable skills
- Experience in high-pressure environments
- A commitment to changing schedules outside normal work hours, including weekends
- Omnichannel experience is a plus
Career Progression
Potential career path at Thriveworks:
- Team Lead
- Analysts
- Supervisor
Benefits
- Thriveworks is growing, so a true career path is at your fingertips
- Be a part of a erse and progressive organization
- Brand pride, you truly are helping people
- Team environment
- 401K with 3% employer match
- Paid Time Off
- Healthcare, Dental, Vision, and life insurance benefits after 30 days of employment – additional coverage options available such as Short-Term Disability, Long Term Disability, Group Accident Insurance
- Professional EAP program (6 free counseling sessions!) for team members & household
- Professional development & advancement opportunities