Patient Care Representative

This is a remote position.

Emerge is hiring for a new opportunity for a healthcare company.  We are seeking highly motivated representatives who have strong customer service skills.  The Patient Care Team interfaces with patients via inbound calls.  The call center is the heart of our client’s operations, putting the patient at the forefront. Joining our call center team means becoming a key player in delivering exceptional service and support to our patients, providers, and pharmacies. As a member of this team, you will directly interact with patients while also collaborating internally with various teams. This dynamic environment will provide you with an in-depth understanding of the Voice of the Customer, ensuring their needs are met with the highest level of quality.

Key Responsibilities:

• Call Handling: Professionally and empathetically respond to incoming customer calls, emails, or chats, offering accurate information and effectively resolving queries. You will manage an average daily call goal of 75+ calls.
  
• Issue Triage: Identify the nature of customer issues and direct them to the appropriate internal teams for resolution, as needed.
  
• Feedback Collection: Gather valuable patient feedback on technical issues, forwarding this information to our account management, partner pharmacy, and product teams to facilitate continuous improvement.
  
• Problem Solving: Understand patients' needs, clarify information, conduct research, and present solutions or alternatives to ensure their satisfaction.
  
• Customer Engagement: Go above and beyond to engage with patients, foster enduring relationships, and cultivate positive experiences.
  
• Documentation: Maintain detailed and comprehensive records of all customer interactions for future reference.
  

Qualifications:

• High School Diploma or equivalent.
  
• Previous experience in customer support, service, or success roles, preferably within healthcare and/or high-growth startups (minimum 2 years).
  
• Track record of excelling in a call center environment with outstanding performance metrics.
  
• Strong problem-solving skills with an emphasis on process improvement.
  
• Preferred: Pharmacy Technician certification (support provided for obtaining this certification).
  

Work Environment:

• Remote opportunity, must have home office set up
  
• 40 hours per week. Monday - Friday, 9:00 AM - 5:00 PM, Saturday, 10:00 AM - 2:00 PM (rotating with team).  ALL EASTERN TIMES. 
  
• Comprehensive benefits package including health, dental, vision and 401(k).
  
• Applicants must be currently authorized to work in the United States on a full time basis
  
• Pay range is $15-$18/ hour
  

Emerge seeks, in all its operations, to employ individuals for available positions based on their qualifications, working knowledge, and competency. Emerge has a continuing commitment to ensure that fair and equal employment opportunities are extended to all qualified persons without regard to race, color, religion, sex, gender, sexual orientation, national origin, ethnicity, alienage, citizenship or immigration status, age, mental or physical disability, medical condition, pregnancy, military/veteran status, predisposing genetic characteristics, familial status, marital status, domestic violence victim status, or based on their relationship or association with members of a protected class or any other protected classification, in accordance with applicable federal, state and local laws. Emerge is committed to diversity in its most inclusive sense.

By completing an application with us, you seek to join a team of hardworking professionals dedicated to consistently deliver outstanding service to our customers and contribute to the financial success of the organization, its clients and its employees. Equal access to programs, services and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact our Emerge Recruitment Office.