Job Description
About Guideway Care * Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™ Job Summary: We are seeking motivated individuals who are eager to join the healthcare industry. As a member of our Contact Center Team, you will have the opportunity to deliver one-on-one customer service support to patients all over the United States. The key tasks include telephone interactions with patients, documentation of patient interactions, and the ability to work well with the patients and providers to optimize patient care. Essential Functions: Answer telephone promptly and in a polite and professional manner Obtain and enter accurate demographic information into electronic medical record Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels Meets and exceeds call volume standards Adheres to all HIPAA policies Adheres to all Sequence Health policies Direct calls to other departments as needed Use sound judgment in handling calls, especially with upset patients Understanding of when to escalate calls to physicians/practice manager/triage nurse Make reminder calls as requested Make calls to reschedule appointments when necessary Provide assistance with call backs and other projects as call volume permits Manage multiple clients in a fast-paced enviroment Handle high volume of phone calls, with a minimum of 6 hours per shift Any other duties necessary to drive our values, fulfill our mission, and abide by our company values This role requires regular, reliable attendance during sche
