About the position In this role you will handle both inbound and outbound phone calls to help patients using the CarePayment program. The goals are to grow program enrollment, drive payment activity, and provide first-class customer service. You will serve as the primary phone contact and handle all inbound calls from CarePayment account holders and potential account holders. You will place outbound calls to CarePayment account holders, which include welcome calls to new account holders, calls on past due accounts, servicing calls to non-enrolled accounts, and special one-off campaigns to support the ongoing mission of patient advocacy. You will receive ongoing quality evaluations, coaching, and mentoring from Customer Care supervisors, leads, and peers. You will be coachable and receptive to continuous feedback, embracing challenges and development opportunities. You will leverage technology and industry best-practices to document call activity and engagements, escalate complaints, and help answer questions from CarePayment patients using a proprietary CRM. You will provide white-glove, first-class service as an advocate for the patient and an ambassador for the CarePayment brand.

Responsibilities

• Serve as primary phone contact and handle all inbound calls from CarePayment account holders, and potential account holders.
• Place outbound calls to CarePayment account holders, which includes welcome calls to new account holders, calls on past due accounts, servicing calls to non-enrolled accounts, and special one-off campaigns to support our ongoing mission of patient advocacy.
• Receive ongoing quality evaluations, coaching and mentoring from Customer Care supervisor, leads and peers.
• Leverage technology and industry best-practices to document call activity and engagements, escalate complaints, and help answer questions from CarePayment patients using a proprietary CRM.
• Provide white-glove, first-class service as an advocate for the patient and an ambassador for the CarePayment brand.

Requirements

• MUST BE LOCAL TO PORTLAND
• MUST BE LOCAL TO PORTLAND, OR FOR EQUIPMENT PICK UP
• Must have proper childcare.
• Must have quiet/private workspace. Cannot work in a room with other people.

Nice-to-haves

• Customer service experience (retail, restaurant, call center, etc.) - having a strong customer service mindset is most important
• High school diploma and/or relevant work experience is preferred
• 1-2 years of telephone customer support/call center experience is preferred
• Experience in a hospital and/or financial services environment, including knowledge of HIPAA, is preferred

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)