Job Title: Patient Engagement Specialist, Call Center
Reports to: Customer Service Manager
Location: Remote
Hours: Full Time; 40 hours
About Us
HST Pathways is on a mission to transform healthcare with innovative software technology that enables surgery centers to provide more cost-efficient patient care and better outcomes. Our suite of solutions spans the entire case lifecycle, including scheduling, care coordination, clinical documentation, and revenue cycle. Backed by Bain Capital, we are the fastest growing ASC software company and serve over 1,100 surgery centers, but we’re just getting started and have plans to 10X the value we offer. However, our big ambitions are only as strong as the team behind them, which is why we’re looking to build our team with the best.
What we are looking for:
We are looking for professional individuals who have exceptional phone etiquette, are detail oriented, enthusiastic, and polite. You must be able to multitask and organize work independently. You have experience with Microsoft Office and strong typing skills.
Responsibilities:
- Manage outbound and inbound phone calls in a fast‐paced environment
- Proficient use of call center technology
- Primary focus is to collect patient information and enter data into a secure online application with a high level of accuracy
- Quickly assess and respond to the needs of patients and healthcare staff
- Handle sensitive and/or confidential information on a daily basis
- Answer phones with emphasis on customer service and satisfaction
- Follow communication scripts
- Identify customers' needs, clarify information, and provide solutions and/or alternatives.
- Keep comprehensive records of all conversations in a call center database
- Meet personal/team qualitative and quantitative targets
- Must be self‐motivated and comfortable working independently and with a team
- Ability to navigate a computer while talking on the phone and remain focused and productive
Qualifications:
- Excellent phone and computer skills
- Adept at typing and data entry with accuracy
- Highly organized and skilled at multitasking
- Outstanding communication and interpersonal skills
- Dependable, strong attention to detail, and customer focused
- High school diploma or equivalent
- Minimum 18+ years of age
Required experience:
- Customer Service (phone or in person): 1 year
- Required education: High school or equivalent
- Required language: English fluency
Team Culture
- We go beyond the expected. We strive to be the difference in everything we do and look for ways to innovate and deliver beyond expectations.
- We thrive through collaboration. We invest in our team and take pride in the success of others.
- We strive to make a positive impact. We are passionate our work and leverage our collective creativity and industriousness to make big things happen
- We sharpen and share our expertise. We aspire to learn, grow, and share knowledge.
- We love the journey. We never lose sight of the fact that we’re contributing to building a new model of healthcare delivery.
Benefits
- Remote work environment
- Health benefits paid for employee
- Unlimited vacation policy
- 10 company holidays per year
- Paid parental leave
- 401K with matching contributions
- Learning and development allowance
- A diverse, inclusive, and fun team!
HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives, and viewpoints of our employees, customers, and the communities we serve.
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