Full Time | Customer Service Representative

About Guideway Care*
Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate 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."™
Job Summary:
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.
Essential Functions:
Answer telephone promptly and in a polite and professional manner
Obtain and enter accurate demographic information into electronic medical record
Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels
Meets and exceeds call volume standards
Adheres to all HIPAA policies
Adheres to all Sequence Health policies
Direct calls to other departments as needed
Use sound judgment in handling calls, especially with upset patients
Understanding of when to escalate calls to physicians/practice manager/triage nurse
Make reminder calls as requested
Make calls to reschedule appointments when necessary
Provide assistance with call backs and other projects as call volume permits
Manage multiple clients in a fast-paced enviroment
Handle high volume of phone calls, with a minimum of 6 hours per shift
Any other duties necessary to drive our values, fulfill our mission, and abide by our company policies
This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position.
Required Skills/Abilities:
1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment
1+ years experience working in a call center preferred
1+ years experience working in a medical or healthcare environment preferred
Previous medical scheduling experience preferred
Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet
Ability to handle confidential and sensitive information
Ability to handle a "call center" environment: work quickly and multi-task
Ability to multi-task using several systems and multiple monitors at the same time
Proficient with technology, software applications, and phone systems
Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results
Immigration or work visa sponsorship will not be provided
Supervisory Responsibilities: None
Travel Requirements: 0%
Work Authorization:
Guideway Care does not offer Immigration or work visa sponsorship
Total Rewards:
The salary for this role is $14 per hour and being offered remotely
In addition, team members enjoy …
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.
Benefits package including:
Medical Insurance
Vision Insurance
Dental Insurance
Flexible Spending Account (FSA),
Company paid short- and long-term disability,
Employee Assistance Program,
Life Insurance,
Accident insurance,
and other voluntary benefit programs for employees and their eligible dependents.
401(k) retirement plan with a company match
Essential Duties and Responsibilities
Able to work remotely at home in a private HIPAA compliant workspace
Able to house company equipment needed to perform job
Broadband Internet Access
Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
Immigration or work visa sponsorship will not be provided
Physical Demands:
Ability to hear in normal range and wear a headset / earpiece
Good visual acuity to read computer screens, scripts, forms etc.
May sit 100% of the time when taking calls
Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.
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 en

Employment type
Full-Time

Work arrangement
Yes