Call Center Specialist - Digitech - Remote
WFA Digital Insight
As the remote job market continues to grow, demand for skilled call center specialists has surged by over 20% in the past year. Companies like Sarnova are looking for professionals with strong problem-solving skills, attention to detail, and excellent communication abilities. With the rise of digital healthcare, the need for patient-centric support has never been more critical. As a call center specialist, you'll be at the forefront of delivering exceptional customer experiences. Before applying, candidates should be aware of the importance of empathy, active listening, and technical skills like Excel in this role.
Job Description
About the Role
The Call Center Specialist plays a vital 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, ensuring prompt and courteous assistance. As a key member of the team, you will be the primary point of contact for patients navigating billing-related questions, providing clear and compassionate support to resolve their inquiries efficiently.The role is part of Sarnova's Digitech division, 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. By joining this team, you will be contributing to a company that leverages its proprietary technology to offer fully outsourced services, maximizing collections, protecting compliance, and delivering results for clients.
What You Will Do
- 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, 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.
- 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 and manage workload efficiently while remaining flexible and adaptable in a fast-paced environment.
- Contribute to a positive team culture by communicating effectively, asking questions when needed, and seeking continuous improvement.
What We Are Looking For
- High School Diploma or Equivalent required.
- Bilingual (English/Spanish) preferred but not required.
- 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.
- Ability 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.
Nice to Have
- Experience in a call center environment, preferably in a healthcare or billing context.
- Knowledge of customer service software and technology.
- Certification in customer service or a related field.
- Experience with data entry and management.
Benefits and Perks
- Competitive salary package.
- Comprehensive benefits, including health insurance, retirement plans, and paid time off.
- Opportunities for professional growth and development within a dynamic and expanding company.
- Recognition and reward programs for outstanding performance.
- Remote work environment with flexible scheduling options.
- Access to cutting-edge technology and tools to support your work.
- Collaborative and supportive team environment with regular team-building activities.
How to Stand Out
- Ensure you have a quiet, dedicated workspace for remote calls with minimal background noise.
- Familiarize yourself with Excel and practice data entry to improve your typing speed and accuracy.
- Highlight any customer service experience and certifications in your resume and cover letter.
- Be prepared to provide examples of handling difficult customer calls and how you resolved them.
- Research Sarnova and Digitech to understand their services, mission, and values, demonstrating your interest in the company during the interview.
- Consider creating a portfolio or examples of your work, such as call scripts or quality assurance scores, to showcase your skills.
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