Job Information
Tenderheart Health Outcomes Customer Service Rep. (CSR) Austin/San Antonio - Must be bilingual in United States
Customer Service Rep. (CSR) Austin/San Antonio - Must be bilingual
Job ID
27740805
Work Hybrid
Yes
Location
San Antonio, TX, Hybrid
Other Location
San Antonio
Description
For nearly two decades, TenderHeart (formerly known as Longhorn Health Solutions) has been improving the lives of those we serve with high-quality incontinence care management. We start with each individual patient by actively listening to their concerns. Then we ask the right questions to learn more about their challenges. Finally, we develop individualized solutions to meet each patient’s specific needs.Through our personalized coaching and frequent patient interaction, we decrease the likelihood of adverse patient outcomes, helping patients live happier, confident and more independent lives with a higher level of patient satisfaction. Because of these better outcomes and our value-based model, managed care organizations (MCOs) realize substantial savings while also improving the health of their patients.Our VisionTenderHeart seeks to be the national leader of innovative, value-based incontinence services to the broadest possible population of patients and healthcare partners. We believe the more people we serve and the more people we help, as efficiently and effectively as possible, the result will be a stronger healthcare system as a whole.Our MissionTenderHeart is committed to delivering exceptional incontinence management through services and products that improve health outcomes and broaden access to care so more patients can live happier, confident, and independent lives.Our Values
Integrity: We are committed to honesty and trust in everything we think, say and do.
Compassion: We care, we listen, we respond.
Innovation: We create service enhancements that address healthcare challenges.
Equality: We respect people, value diversity, and promote inclusivity.
Communication: We are committed to transparency and helpfulness in every interactionResponsibilities:· Receive and respond to incoming calls from patients, providers and other referral sources and gathers information to identify the organization’s ability to meet the patients’ needs, on a case-by-case basis.· Complete intake order forms, identify coverage and ability to provide for service requested and logs information into charting system.· Identify, establish, and maintain correct patient and service account information.· Resolve patient complaints and coordinate correction of service to ensure service completion.· Deescalate customer service calls and refers caller to appropriate department or person as needed.· Schedule deliveries, pick-ups, and accurately record file maintenances or changes in service.· Effectively communicate with patients of various ages and populations.· Accurately record every patient engagement in corresponding patient information system.· Maintain competency on incontinence coaching biannually.· Ensures compliance with Company policies and procedures.· Function as an individual contributor to peers, department, and overall company.· Must meet individual and departmental performance metrics as indicated by manager.· Participate in traditional and e-learning programs.· Collaborate effectively with other company employees, managers, and departments.· Perform all job functions with Company Mission, Vision, and Values in mind.All other duties as assignedSkills:
Computer skills — knowledge of MS Office (Word, Excel, Outlook) and web applications such as Google Sheets.
Strong phone contact handling skills and active listening.
Customer orientation and ability to adapt respond to different types of characters.
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively.
Job Type: Full-timeMonday - Friday Expected hours: 40 per weekBenefits:
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
On-the-job training
Paid time off
Vision insurance
Experience level:
- 1 year
Shift:
- Day shift
Weekly day range:
Monday to Friday
No weekends