Customer Service Representative - $1,000 Sign-On Bonus

The Customer Service Representative position at Denova Collaborative Health involves acting as the first point of contact for callers, managing high volumes of incoming and outgoing calls, and scheduling patient services. Candidates will be responsible for maintaining HIPAA compliance and handling sensitive patient information while also ensuring a positive experience for everyone who calls. This role is crucial in providing exceptional support within a collaborative healthcare environment.

Denova Collaborative Health offers an attractive sign-on bonus of $1,000 for the Customer Service Representative position. In addition to this bonus, outstanding performance and attendance can unlock further bonuses of $500 at 90 and 180 days. This demonstrates Denova's commitment to not just hiring talent, but rewarding dedicated work.

To qualify for the Customer Service Representative role at Denova Collaborative Health, candidates must have at least a high school diploma or GED and a minimum of one year of customer service experience, preferably in a call center focused on patient care and insurance. Strong communication skills, attention to detail, and proficiency in electronic systems are highly desirable.

Yes, Customer Service Representatives at Denova Collaborative Health can enjoy flexible remote work options. After 60 days in the role and meeting performance metrics, employees can work 2 days remote. This expands to 4 days remote after 90 days, provided that metrics continue to be met, creating a great work-life balance.

Denova Collaborative Health provides a comprehensive benefits package for its Customer Service Representatives, including low-cost medical, dental, and vision insurance, a retirement plan with a 3% company match, holiday pay, PTO, life insurance benefits, and a wellness program. These perks are designed to support the overall well-being of our employees!

A typical day for a Customer Service Representative at Denova Collaborative Health involves managing high volumes of calls, scheduling patient appointments, and navigating web-based systems alongside maintaining accurate records. Representatives are expected to conduct follow-up calls as needed and maintain consistent communication with team members to ensure flawless service delivery.

At Denova Collaborative Health, Customer Service Representatives have plenty of opportunities for growth and advancement. By excelling in performance metrics, employees can explore promotions within the company, gain exposure to different departments, and participate in training programs to enhance their skillsets. This commitment to development ensures a fulfilling career path.

When faced with difficult customers, it’s important to remain calm and empathetic. Start by listening actively to their concerns without interruption. Acknowledge their feelings and assure them you’re there to help. Use clear and concise language to explain solutions, and if possible, offer to escalate their issue for further assistance. This approach shows professionalism and a commitment to excellent customer service.

To ensure accurate data entry, I focus on double-checking information as I input it, and I utilize shortcuts or templates when available to minimize errors. Additionally, I prioritize staying organized and managing my time effectively, which helps reduce mistakes in a fast-paced call center environment. Practicing attentiveness and thoroughness is key.

In my previous call center roles, I successfully managed multiple tasks by prioritizing effectively. For instance, I frequently handled inbound calls while documenting patient information and checking their eligibility on our system simultaneously. I found that keeping a clear action plan and utilizing tools for task reminders helped me stay on track and provide a seamless experience for our clients.

In one instance, a customer was upset about a missed appointment due to an administrative error. I took personal responsibility, quickly arranged a new appointment for them, and followed up with a gift card for their next visit as a gesture of goodwill. This not only resolved their concern but also left them feeling valued and appreciated, reinforcing my commitment to exceptional service.

HIPAA, or the Health Insurance Portability and Accountability Act, is crucial in protecting the privacy and security of patients’ health information. As a Customer Service Representative, it’s essential to understand that any sensitive information shared during calls must be handled with care and kept confidential. I ensure compliance by strictly following procedures and educating myself on the latest regulations to maintain patient trust.

In situations where I cannot resolve a customer’s issue immediately, I first acknowledge their concern and reassure them that I am committed to finding a solution. I would take detailed notes and inform the customer about the next steps, including a time frame for follow-up. Keeping them updated is key to maintaining a positive relationship even when the resolution takes time.

To stay organized during busy call periods, I employ strategies like categorizing calls based on their urgency and complexity. I also maintain a checklist of ongoing tasks and utilize note-taking systems to keep track of important information for each caller. Consistent use of these strategies ensures that I don’t overlook details and can provide high-quality service.

I have extensive experience using electronic clinical documentation systems in my past roles. I’ve learned to navigate different platforms efficiently, allowing for accurate data entry and retrieval of patient information. Familiarity with these systems not only streamlines my processes but also enhances the quality of service I can provide to callers.

I admire Denova’s commitment to providing a ‘whole person’ approach to health, which resonates deeply with my values in healthcare service. The opportunity to contribute to a team that actively promotes well-being in the community and focuses on collaborative care excites me. I'm eager to be part of an organization that not only values patient outcomes but also supports its employees’ growth and success.

In my previous roles, I was held accountable for key performance indicators such as call handling time, resolution rates, and customer satisfaction scores. I consistently worked to meet or exceed these KPIs through effective communication and problem resolution strategies while actively seeking feedback for improvement, ensuring that I delivered exceptional service every time.