Customer Service Agent - Remedy On-Call (Full Time)

Remedy On-Call is a 24/7 answering service that physician practices use to streamline their customer service and appointment scheduling.

The Customer Service Agent supporting our Remedy On-Call product provides top of the line customer support to our clients and their customers. This is a remote role that provides support over the phone via real-time/live conversations with clients. This role requires excellent communication skills, a professional demeanor, and attention to detail.

Essential Functions / Tasks / Duties / Responsibilities:

• Answer incoming client calls, take a message, and verify all of the information in the message is correct.
• Schedule patient appointments as requested
• Dispatch calls to the appropriate medical practice following the proper protocol
• Represent our customers professionally and provide courteous service during the incoming calls
• Utilize critical thinking, and problem solving skills to address client issues in the most efficient way possible

How to Perform Essential Functions:

• 80% of work is performed via real-time/live conversations with clients via telephone and chat.
• All work is performed via computer, using various software programs. Software applications include: Google suite of products, Salesforce CRM, JIRA ticketing system, and Office Practicum EHR. Telephone is used in all client interactions.

Competencies

• Excellent communication skills, including written and speaking skills
• Ability to work independently and/or with a team
• Attention to detailed information on computer screen
• Able to correctly spell medical terminology
• Ability to multitask and be flexible
• Active listening skills- strong proficiency
• Strong computer skills
• Ability to type 35-40 wpm
• The ability to work a flexible schedule to include weekends & holidays

Education / Professional Certifications or Licenses Required:

• High school or equivalent (Preferred)

Additional Requirements:

This is a work from home position and requires the following to be effective in the position:

• High speed internet connection
• Computer Requirements
  • CPU: Intel i3 or AMD Equivalent (Dual Core Minimum)
  • RAM: 8GB
  • Storage: 100+ GB
  • Internet Connection: 100+ Megabits Per Second
  • Operating System: Windows 8.1 or Greater
  • Video and Sound: HD Webcam and Headset with Microphone
• Wired headset

Supervisory responsibilities:

• None

Work Environment / Physical demands/ Travel Requirements :

• A quiet workspace is required. Must have a secure, quiet distraction-free work environment without any conflicting responsibilities during your scheduled work shift, as our customers need your full attention.
• Computer and telephone required to perform duties.
• Lifting requirements of no more than five pounds.
• This is a fully remote position.

Core Values:

Office Practicum seeks to hire individuals who are able and willing to embrace our company’s performance based culture, as defined by our Core Values:

• We are Clinician First
• Pediatric Care is our Home
• We Deliver on our Commitments
• Our Success is Based on Results
• We Believe in the Power of Teams

We believe that consistently aligning our planning and execution with these core values will lead to long term success for both Office Practicum as well as the customers we serve.

Benefits:

Our RemedyOnCall team members enjoy a variety of benefits, including:

• 401(k) with company match
• Paid Sick Time
• Company Wellness Program
• Employee Assistance Program
• Employee Recognition Program
• Voluntary Pet Insurance

Equal Employment Opportunity Statement:

Our company is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement:

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate. In general, it is your responsibility to notify your supervisor of the need for accommodation. Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability. Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.