The Call Center Representative is responsible for answering incoming calls, acting as a liaison to facilitate communication between referral sources, patients, health care agencies and tango. This role encompasses providing excellent customer service and a high level of detailed information. The CCR will establish accurate records in compliance with applicable laws and regulations and the policies of tango.

Office Location:

• Office located at 7600 North 16th Street, Suite 140 Phoenix, AZ 85020 (Remote)

Responsibilities and Duties:

Responsibilities of the Call Center Representative include, but are not limited to the following:

• Develop and maintain a working knowledge of current products and services offered by the company
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns
• Answers busy phone lines and identifies calls to be transferred.
• Forwarding voicemails left on the company line to the appropriate department.
• Assisting the administrative team with processing faxes or emails data entry into our in-house software.
• Communicating professionally with different departments to assist patients and healthcare providers with our referral process.
• Ensuring an even distribution of work to the Intake department.
• Complying with company, state, and federal healthcare guidelines.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Calling patients for follow up, to obtain additional information and notify the patient of outcomes and statuses.
• Ensuring customer satisfaction and assisting them with issues/concerns related to their health.
• Evaluates and determines caller needs and use their knowledge to provide resolution, tracking, and if necessary follow up from another representative
• Able to meet department performance standards
• Additional responsibilities as assigned by Supervisor

Qualifications:

• Must be at least 18 years of age.
• High School Diploma or GED, some college
• Has basic computer knowledge and experience including Microsoft Word, Excel & typing skills.
• Minimum 1 year of outbound/inbound calling experience in a call center, medical office/clinic or institutional setting is preferred.
• Ability to convey a positive and professional image to customers and employees
• Capable of following an issue through to its conclusion
• Home care/healthcare background is a plus but not required.
• Must be able to work at a fast pace medical call center managing large amounts of inbound/outbound calls while maintaining attention to details.
• Is customer service oriented with good oral and written communication skills.
• Is self-directed, flexible, cooperative, and exhibits the ability to work with minimal supervision.
• Is detail oriented and displays good organizational skills.
• Must be flexible and willing to work weekends and Holidays.
• Highly self-motivated and able to work with minimal supervision
• Must have a secure work location from home with High-speed internet.

Proven Personal Attributes:

• Ability to multitask in a fast-paced work environment.
• Ability to remain calm under pressure and manage stressful situations.
• Provide excellent and professional customer service skills with a positive, patient, and friendly attitude.
• Ability to maintain a high level of confidentiality and remain HIPAA compliant.
• Ability to establish highly productive and detailed organizational skills/habits.
• Ability to actively listen and problem solve with cooperation, assertiveness, and flexibility for positive outcomes.
• Possess strong, professional written and oral communication skills for in-person, telephonic, and electronic use.

Job Type: Full-time

tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.