Virtual Assistant

Role Overview

The Virtual Assistant will assist our clinics with the recall, retain and re-engagement of their

patients via outbound calls. The individual will leverage their people skills as they speak to

patients in a hands-on fast-paced environment. Success in this role requires strong

communication skills and the ability to address escalated issues and function as a key member

of the clinical team. The individual in this role will be observant, impeccably organized, proactive

and possess an understanding of the business.

Key Responsibilities:

• Effectively manage the call flow, issue resolution and clinical questions that the patients

might have.

• Prepare reports and analyze data to improve processes and maximize efficiency and

plan member satisfaction.

• Handle calls and other communications with clinics and their patients.

• Resolve and maintain 100% follow-through on patient questions, requests and open

items.

• Use our technology solutions effectively so that we have the right information for the

member.

• Communicate with our plan members to resolve patients issues, as well as responding

to their requests promptly.

• Demonstrate great depth of knowledge/skills in CareStack's reporting and scheduling

functions.

• Plan, prioritize, organize and complete work to meet established objectives.

• Address all escalated calls and guide team members to resolve issues.

• Gather and analyze information skilfully and comply with and adhere to all regulatory

compliance areas, policies and procedures and company best practices.

• Present and report to the leadership team as needed.

Qualifications

• Verbal mastery in English

• 1+ year of prior success in a healthcare related call center environment. If none, then 3+

years experience in a call centre with US clients preferred.

• Experience working with Dental Offices preferred.

• Demonstrated ability to work independently under limited supervision.

• Perform at a high level both in the quality and quantity of work responsibilities.

• Understanding of MS Office Suite with intermediate to expert technical and computer

skills; ability to navigate quickly within various computer programs.

• Dedicated to improving healthcare and helping people and have successful experience

interacting with a diverse population.

• High school diploma or GED. Associates or bachelor's degree and Education in

healthcare related field desirable.

• A must – Strong sense of Empathy.

Work Timing

• 8 working hours/day.

• 1 hour break time, can be broken up into 30mins meal and 2 x 15 mins break.

• Total 9 hours shift.

• 22 working days/ month.

Note:

As part of our interview process, we conduct an initial shortlisting to identify candidates who closely match our requirements. While we strive to notify all applicants about their status, if you do not receive a response from us, please understand that your profile has not been shortlisted at this time.