The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners.
Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.
Summary:
The Call Center Specialist plays a key role in delivering high quality customer service within a fully remote, high volume call center environment. This individual is responsible for handling incoming patient calls with professionalism, empathy, and accuracy. Success in this role requires the ability to remain calm under pressure, manage competing priorities, and provide clear, compassionate support to patients navigating billing related questions.
Essential Duties and Responsibilities:
- Answer a high volume of incoming patient calls in a remote call center environment, providing prompt, courteous, and accurate assistance
- Listen actively and demonstrate empathy while addressing patient questions, concerns, and billing inquiries
- Evaluate caller needs and determine the correct resolution path while following client specific rules, workflows, and service expectations
- Handle all incoming calls by gathering information, resolving issues when possible, and completing any necessary follow up actions, which may include sending emails, obtaining additional details, and returning calls to provide a full resolution
- Research issues by reviewing account details, contacting third parties, or gathering additional documentation as needed
- Complete follow up actions such as placing outbound calls, sending emails, or faxing requested information to support full resolution
- Maintain detailed, accurate documentation of all calls and actions taken in the patient account system
- Protect confidentiality by strictly adhering to HIPAA regulations and Digitech’s compliance standards at all times
- Meet or exceed established daily quotas
- Manage workload efficiently while remaining flexible and adaptable in a fast paced, high volume environment
- Contribute to a positive team culture by communicating effectively, asking questions when needed, and seeking continuous improvement
- Additional job duties as assigned
Skills/Experience Required:
- Education: High School Diploma or Equivalent required
- Bilingual (English/Spanish) preferred
- Proficient computer skills, including working knowledge of MS Outlook, Word, and Excel
- Familiarity with insurance billing is a plus; comprehensive training is provided
- Ability to type a minimum of 40 WPM with accuracy
- Maintains composure under pressure and remains calm in high volume or challenging situations
- Able to manage a high workload efficiently while meeting tight deadlines
- Demonstrated ability to handle sensitive conversations professionally and uphold a positive company image during all phone interactions
- Strong problem solving skills, including the ability to identify issues, ask the right questions, and determine appropriate resolutions
- Clear, professional communication skills with the ability to explain information and solutions courteously
- Exceptional attention to detail and accuracy in documentation and call handling
- Skilled at multitasking, organizing, and prioritizing work to ensure timely completion of all responsibilities
- Reliable, punctual, and dependable with a strong commitment to team success
- Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
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