Job Summary
We are seeking a dependable and detail-oriented Customer Service Specialist to join a fast-paced, high-volume call center in Livermore, CA.
The ideal candidate has at least 2 years of high-volume call center experience, excellent attendance, strong computer skills, and the ability to communicate professionally with customers over the phone.
This role involves handling inbound and outbound calls, assisting customers with account and plan information, collecting results, creating supply orders, providing basic product and technology support, and resolving customer concerns.
Key Responsibilities
- Handle a high volume of inbound and outbound customer calls.
- Assist customers with demographic, member plan, and physician information changes.
- Collect, receive, and accurately record INR results.
- Contact physician offices to obtain INR results according to established procedures.
- Create and process customer supply orders.
- Follow approved call scripts and established procedures.
- Answer customer questions and explain policies and procedures clearly.
- Assist with customer escalations and complaints.
- Provide basic product information and technology support.
- Assist customers with digital platforms and encourage appropriate use.
- Help customers understand and use products for obtaining INR results.
- Monitor customer adherence to prescribed testing schedules.
- Maintain accurate records of customer interactions and activities.
- Protect customer information and follow HIPAA, privacy, security, and regulatory requirements.
- Maintain excellent attendance and follow assigned schedules.
- Work effectively in a fast-paced call center environment.
Required Qualifications
- High School Diploma or equivalent.
- 2+ years of high-volume call center experience.
- Strong inbound and outbound phone experience.
- Excellent verbal and written communication skills.
- Strong attention to detail and accuracy.
- Excellent attendance and reliability.
- Strong computer skills with the ability to navigate multiple websites and platforms simultaneously.
- Proficiency with Microsoft Office.
- Comfortable working with computers, multiple screens, and smart devices.
- Ability to handle changing priorities in a fast-paced environment.
Preferred Qualifications
- 2+ years of high-volume call center experience.
- Experience in a healthcare, medical, clinical, patient services, or insurance environment.
- Experience handling patient or customer information.
- Experience working with HIPAA or other privacy requirements.
- Associate degree or higher.
- Experience with healthcare products, remote monitoring, or medical technology.
Work Environment
- 100% onsite in Livermore, CA.
- Monday–Friday.
- Primary schedule: 8:30 AM–5:00 PM.
- Candidates must have flexibility within the broader call center operating hours of 5:00 AM–5:00 PM PST, particularly for training and occasional schedule coverage.
- Extended periods of sitting and computer use are required.
- No lifting over 10 pounds without assistance.
Ideal Candidate
We are looking for someone who is:
- Experienced in high-volume call centers
- Patient and customer focused
- Detail-oriented and accurate
- Comfortable handling difficult customer conversations
- Professional and confident on the phone
- Computer savvy
- Dependable with excellent attendance
- Comfortable following scripts, procedures, and privacy requirements
- Able to work effectively in a fast-paced environment
Pay: $25.77 - $27.00 per hour
Experience:
- call center: 2 years (Required)
Work Location: In person
