Specialist Customer Service

Position Business

Title:

Customer Service Specialist

Location:

National Drive Livermore, CA – 100% onsite.

Days/

Hours:

Mon – Friday. Call center hours: 5am PST to 5 PM PST. Shifts include 8:30am-5:00pm, with flexibility for training and occasional fill‑ins. Selected candidate will start ASAP after screenings.

Top

Skills:

Prior high‑volume call center experience, attention to detail, excellent attendance.

This position is located in our Livermore, CA location in the Client Heart Failure, Acelis Connected Health business. Our Heart Failure solutions help address some of the world’s greatest healthcare challenges. As the Customer Service Specialist, you will handle inbound and outbound calls in a fast‑paced, high‑volume call center.

Responsibilities include assisting customers with demographic, member plan, and physician changes; collecting results and creating supply orders; answering customer concerns, explaining business policies and controls; assisting with escalations and complaints; providing testing support, product overview, and basic technology instructions; and providing general assistance as needed to achieve patient success with remote monitoring.

• Handling of inbound and outbound customer calls.
• Collect, receive, and record INR results.
• Utilize call scripting when conducting patient phone calls.
• Contact physicians for INR results based on clinic’s reporting preferences and Acelis policies.
• Monitor and assist customers with adherence to prescribed test frequency.
• Promote use of digital platforms.
• Provide assistance in the use of digital platforms.
• Demonstrate knowledge of products used to obtain INR results and provide assistance as applicable.
• Manage time, adhere to schedule, and maintain attendance.
• Follow all regulatory policies, procedures, privacy and security standards including HIPAA requirements.

• High school diploma or equivalent.
• 2 years of high‑volume call center experience.
• Clear, concise communication in writing and verbally, professionally.
• Strong computer skills, proficiency navigating multiple websites and platforms.
• Proficiency with Microsoft Office programs and smart devices.
• Versatility, flexibility, and willingness to work within changing priorities.

• 2+ years of high‑volume call center experience.
• 2+ years of experience in a clinical environment.
• Associate’s degree.

• Ability to sit for extended periods.
• Ability to work with computer and multiple screens for extended periods.
• No lifting over 10 pounds required without assistance.

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.