Full Time | Customer Service Representative

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    "region": "AL",
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  "list_job": {
    "id": "61",
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    "atsLocation": {
      "city": "Birmingham",
      "state": "Alabama",
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    "departmentId": "18664",
    "locationType": "1",
    "jobOpeningName": "Full Time | Customer Service Representative",
    "departmentLabel": "100 - Cullman Call  COGS",
    "employmentStatusLabel": "Full-Time"
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    "datePosted": "2025-06-13",
    "atsLocation": {
      "city": "Birmingham",
      "state": "Alabama",
      "country": "United States",
      "countryId": "1"
    },
    "description": "<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">About Guideway Care*</span></span></p>\n<p><span style=\"font-size: 12pt\">Guideway Care is <span style=\"font-weight: bold\">The Patient Activation Company™</span>. We don't just \"engage\" patients; we <span style=\"font-weight: bold\">activate</span> 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.\"™</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; text-decoration: underline\"><span style=\"font-family: Arial, sans-serif; font-weight: bold; text-decoration: underline\">Job Summary:</span></span></p>\n<p><span style=\"font-size: 12pt\">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. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; text-decoration: underline\"><span style=\"font-weight: bold\">Essential Functions:</span></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Answer telephone promptly and in a polite and professional manner</span></li>\n<li><span style=\"font-size: 12pt\">Obtain and enter accurate demographic information into electronic medical record</span></li>\n<li><span style=\"font-size: 12pt\">Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization</span></li>\n<li><span style=\"font-size: 12pt\">Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels</span></li>\n<li><span style=\"font-size: 12pt\">Meets and exceeds call volume standards</span></li>\n<li><span style=\"font-size: 12pt\">Adheres to all HIPAA policies</span></li>\n<li><span style=\"font-size: 12pt\">Adheres to all Sequence Health policies</span></li>\n<li><span style=\"font-size: 12pt\">Direct calls to other departments as needed</span></li>\n<li><span style=\"font-size: 12pt\">Use sound judgment in handling calls, especially with upset patients</span></li>\n<li><span style=\"font-size: 12pt\">Understanding of when to escalate calls to physicians/practice manager/triage nurse</span></li>\n<li><span style=\"font-size: 12pt\">Make reminder calls as requested</span></li>\n<li><span style=\"font-size: 12pt\">Make calls to reschedule appointments when necessary</span></li>\n<li><span style=\"font-size: 12pt\">Provide assistance with call backs and other projects as call volume permits</span></li>\n<li><span style=\"font-size: 12pt\">Manage multiple clients in a fast-paced enviroment</span></li>\n<li><span style=\"font-size: 12pt\">Handle high volume of phone calls, with a minimum of 6 hours per shift</span></li>\n<li><span style=\"font-size: 12pt\">Any other duties necessary to drive our values, fulfill our mission, and abide by our company values</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position. </span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; text-decoration: underline\"><span style=\"font-weight: bold\">Required Skills/Abilities:</span></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment</span></li>\n<li><span style=\"font-size: 12pt\">1+ years experience working in a call center preferred</span></li>\n<li><span style=\"font-size: 12pt\">1+ years experience working in a medical or healthcare environment preferred</span></li>\n<li><span style=\"font-size: 12pt\">Previous medical scheduling experience preferred</span></li>\n<li><span style=\"font-size: 12pt\">Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet</span></li>\n<li><span style=\"font-size: 12pt\">Ability to handle confidential and sensitive information</span></li>\n<li><span style=\"font-size: 12pt\">Ability to handle a \"call center\" environment: work quickly and multi-task</span></li>\n<li><span style=\"font-size: 12pt\">Ability to multi-task using several systems and multiple monitors at the same time</span></li>\n<li><span style=\"font-size: 12pt\">Proficient with technology, software applications, and phone systems</span></li>\n<li><span style=\"font-size: 12pt\">Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results</span></li>\n<li><span style=\"font-size: 12pt\">Immigration or work visa sponsorship will not be provided </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-weight: bold\"><span style=\"text-decoration: underline\">Supervisory Responsibilities:</span> </span><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif\">None</span></span><br></p>\n<p><span style=\"font-size: 12pt\"><br></span></p>\n<p><span style=\"font-size: 12pt\"><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-weight: bold\"><span style=\"text-decoration: underline\">Travel Requirements</span>: </span><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif\">0%</span></span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; text-decoration: underline\"><span style=\"font-family: Arial, sans-serif; font-weight: bold; text-decoration: underline\">Work Authorization: </span></span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Guideway Care <span style=\"color: rgb(29, 28, 29)\">does not offer Immigration or work visa sponsorship</span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; text-decoration: underline\"><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-weight: bold; text-decoration: underline\">Tot</span><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-weight: bold; text-decoration: underline\">al Rewards:</span></span></p>\n<p><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 12pt\">The salary for this role is $14 per hour and being offered remotely</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px; font-weight: bold\">In addition, team members enjoy …</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Structured career growth opportunities with potential pay increases of approximately 3% at key employment milestones based on performance, quality, attendance, and business needs. Eligible increases are generally reviewed quarterly.</span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Benefits package including:</span></p>\n<ul>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Medical Insurance</span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Vision Insurance</span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Dental Insurance </span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Flexible Spending Account (FSA), </span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Company paid short- and long-term disability, </span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Employee Assistance Program, </span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Life Insurance, </span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">Accident insurance, </span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">and other voluntary benefit programs for employees and their eligible dependents.</span></li>\n<li><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 16px\">401(k) retirement plan with a company match</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span style=\"font-family: Arial, sans-serif; text-decoration: underline\">Essential Duties and Responsibilities</span></span></span><br></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Able to work remotely at home in a private HIPAA compliant workspace</span></li>\n<li><span style=\"font-size: 12pt\">Able to house company equipment needed to perform job</span></li>\n<li><span style=\"font-size: 12pt\">Broadband Internet Access</span>\n<ul>\n<li><span style=\"font-size: 12pt\">Internet download speed must be at least 24 mbps and upload speed at least 4 mbps</span><br></li>\n</ul>\n</li>\n<li><span style=\"font-size: 12pt\">Immigration or work visa sponsorship will not be provided </span></li>\n<li><span style=\"font-size: 12pt\"> Physical Demands:</span>\n<ul>\n<li><span style=\"font-size: 12pt\">Ability to hear in normal range and wear a headset / earpiece</span></li>\n<li><span style=\"font-size: 12pt\">Good visual acuity to read computer screens, scripts, forms etc.</span></li>\n<li><span style=\"font-size: 12pt\">May sit 100% of the time when taking calls</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 16px\"><span style=\"color: rgb(29, 28, 29)\">Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.</span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 12pt; font-style: italic\">We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive. </span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 12pt; font-style: italic\">Guideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third-party checks and real-time confirmation, prior to employment to ensure a secure and consistent candidate experience.</span><br></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 19, 45); font-family: Arial, sans-serif; font-size: 12pt; font-style: italic\"><span>* Guideway Care is the parent company of Sequence Health. This position is employed by Sequence Health.</span></span></p>",
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    "minimumExperience": "Entry-level",
    "jobOpeningShareUrl": "https://guidewaycare.bamboohr.com/careers/61",
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