Job Description

Cardiology Associates of Altoona, L.L.P is seeking a customer-focused, friendly, and professional Live Chat Representative to join our team. The Live Chat Representative will be the first point of contact for patients and visitors seeking assistance through our online chat platform. This role is essential in delivering excellent service by answering questions, providing information, and guiding patients through appointment scheduling, billing inquiries, and general cardiology-related queries in a timely and accurate manner.

Key Responsibilities:

• Provide real-time support to patients, visitors, and prospective patients via live chat, answering inquiries related to appointments, services, and general cardiology information.
• Assist with scheduling patient appointments, ensuring accurate details are captured, and offering appropriate options based on availability.
• Offer guidance on insurance information, billing procedures, and payment options when needed.
• Respond to patient concerns with empathy and professionalism, ensuring a positive experience throughout the interaction.
• Escalate complex issues or unresolved queries to the appropriate department or team member for follow-up.
• Maintain a high level of product and service knowledge to provide accurate and up-to-date information.
• Track and log all live chat interactions in the company's customer relationship management (CRM) system for follow-up and future reference.
• Ensure all patient interactions are in compliance with HIPAA regulations and confidentiality requirements.
• Contribute to the improvement of customer service processes by providing feedback and suggesting enhancements based on live chat interactions.
• Collaborate with team members and other departments to ensure a seamless experience for patients and ensure issues are resolved promptly.

Qualifications:

• High school diploma or equivalent; some college coursework is preferred.
• Previous experience in customer service, particularly in healthcare or related fields, is a plus.
• Excellent written communication skills, with the ability to convey clear, concise, and professional messages in real-time.
• Ability to multitask and manage multiple conversations simultaneously while maintaining attention to detail.
• Strong problem-solving skills and the ability to think on your feet to address patient needs.
• Familiarity with customer service software or chat systems is preferred, but not required.
• Ability to maintain a calm, helpful demeanor in high-pressure situations.
• Strong organizational skills and the ability to manage and prioritize tasks effectively.
• A basic understanding of healthcare terminology or willingness to learn.
• Knowledge of HIPAA and patient confidentiality standards.

Physical Requirements:

• Ability to sit at a computer workstation for extended periods.
• Ability to type proficiently and interact via chat software.

Why Join Us:

At Cardiology Associates of Altoona, L.L.P , we take pride in providing compassionate care to our patients. By joining our team, you'll be a part of a dynamic group that is dedicated to improving cardiovascular health and creating a positive patient experience. We offer a supportive work environment, competitive compensation, and opportunities for professional growth.

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