Call Center Representative - Korean Bilingual

The Call Center Representative is responsible for managing a high volume of inbound and outbound calls in a timely and professional manner. This role involves providing exceptional customer service, scheduling appointments, answering inquiries, and assisting patients and their families with accurate information regarding services provided by the healthcare organization. The ideal candidate will have excellent communication skills, empathy, and the ability to work effectively in a fast-paced environment.

• Handle incoming and outgoing calls efficiently while maintaining a professional and courteous demeanor.
• Schedule patient appointments accurately using the organization's electronic medical record (EMR) system.
• Respond to patient inquiries regarding services, appointment availability, billing, and other general information.
• Assist patients in rescheduling or canceling appointments while adhering to organizational guidelines.
• Verify and update patient demographic and insurance information during calls.
• Educate patients on healthcare services, office policies, and available resources.
• Document all patient interactions and maintain accurate call records in the appropriate systems.
• Document patient complaints and elevate complex issues to the appropriate department or supervisor.
• Collaborate with clinical staff, administrative teams, and other departments to ensure a seamless patient experience.
• Follow HIPAA regulations to maintain patient confidentiality and data security.
• Achieve performance goals, including call quality, response time, and customer satisfaction metrics.
• Outreach to inquiring callers to keep them informed about their issues/request’s status or resolution.
• Adhere to company and department policies and procedures.
• Adheres to all applicable compliance requirements and the Code of Conduct.

Weekly

Hours:

40

Days:
Monday to Friday

Hours:

We have different schedules available between 8:00 AM to 8:00 PM.

Location:

Full time Remote

Salary Range: $45,000.00 - $50,000.00 – Bilingual Korean

EDUCATION:

Associate degree preferred or equivalent relevant call center years of experience preferred.

• Able to pass a typing test with at least 40 WPM.
• Bilingual Requirement:
  Korean
• 1 – 2 years experience in customer service, quality, and/or auditing experience.
• Employee acknowledges that they have an alternative means of working in the event of a power and/or internet service outage, ensuring they are able to fulfill their job responsibilities without interruption.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and meet assigned deadlines.
• Excellent organizational skills, accuracy, and attention to detail.
• Ability to operate both independently and collaboratively as required.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

This is a fully remote position. Employees are required to provide and maintain their own home office equipment that meets the organization’s technical, security, and connectivity requirements.

The organization does not provide company-issued equipment for fully remote roles outside of New York State.

• Employees must have access to a modern personal computer that meets the following minimum standards:
• PC or Mac desktop or laptop, manufactured within the last five (5) years
• Supported operating system:
• Windows-based devices must run the latest version of Windows
• Apple devices must run the latest version of macOS
• Ability to install and run required secure remote-access applications
• Minimum system capability:
• Processor: 3.0 GHz or faster
• Memory:
  At least 8 GB RAM
• Storage:
  Suffici…