Call Center Representative
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Job Description
Call Center Representative conducting patient experience surveys via outbound calls for healthcare organization. Ensuring data accuracy and maintaining confidentiality while enhancing patient feedback process.
Responsibilities:
- Conduct patient experience surveys via outbound phone calls.
- Clearly explain survey purpose and questions to respondents in a neutral, professional manner.
- Accurately record survey responses and ensure data integrity.
- Maintain strict confidentiality and comply with HIPAA and organizational privacy policies.
- Meet productivity, quality, and response rate benchmarks.
- Handle patient interactions with empathy, professionalism, and cultural sensitivity.
- Identify and escalate patient concerns or issues according to established procedure.
- Document call outcomes and update survey systems accurately.
- Participate in training, calibration sessions, and quality assurance reviews as required.
Requirements:
- High school diploma or equivalent required
- Previous experience in healthcare, call centers, patient engagement, or survey research preferred
- Strong verbal communication and active listening skills
- Ability to read and follow standardized scripts without biasing responses
- Basic computer proficiency and experience with data entry systems
- Ability to manage sensitive conversations professionally and compassionately
Benefits:
- Remote work environment
- Health benefits paid for employees
- Flexible Paid Time Off Policy
- 11 company holidays per year
- Paid parental leave
- 401K with matching contributions
- Learning and development allowance
- A diverse, inclusive, and fun team!
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