Job Description

Location : Fully Remote Schedule : Monday - Sunday, Eastern Time Pay Range : $2.50 / Hour During Training
$3.50 - $4.50 / Hour Post-Training Benefits : Paid Time Off (PTO) + Incentive Bonus About the Company
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At Nao Medical, we're revolutionizing healthcare by blending cutting-edge technology with heartfelt, personalized care. Over the past 13 years, we've proudly served more than a million New Yorkers at our various locations. Our mission is simple: through our multi-specialty practice, we provide accessible, quality care tailored to each patient's needs. We're breaking down barriers, championing health equity, and delivering value-based care to create healthier communities. Job Summary
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As a Customer Service Representative with Sales Experience, you will play a vital role in our healthcare call center, delivering exceptional support to patients and healthcare clients while promoting our services. Responsibilities include managing inbound and outbound calls, handling inquiries, scheduling appointments, and achieving sales-related goals. This position is critical to fostering strong patient relationships, driving service utilization, and ensuring seamless healthcare delivery.



Primary Responsibilities

• Inbound Calls: Provide accurate information and support related to healthcare services, appointments, and patient concerns.
• Outbound Calls: Express appreciation, gather feedback, resolve issues, and confirm or reschedule appointments to support efficient healthcare scheduling.
• Sales - Driven Engagements : Promote services and products effectively, meet or exceed sales targets, and leverage upselling opportunities.
• Multichannel Support: Assist patients via email and chat, providing prompt, courteous responses and necessary follow-up.
• Documentation: Accurately document all patient interactions in accordance with company policies.
• Training and Development: Participate in ongoing training to enhance customer service skills and stay updated on healthcare protocols and procedures.

Job Requirements

Education and Certifications:
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• Completion of at least 2 years of college or equivalent training and certifications.



Experience and Qualifications:• 1-2 years of customer service experience, preferably in the healthcare industry.
• Knowledge of EMRs, such as eClinicalWorks (eCW), and HIPAA regulations is a plus but not required to ensure compliance with healthcare privacy standards.
• Proficiency in Google Workspace (Docs, Sheets, Drive) for effective collaboration and document management.
• Basic knowledge of data security and confidentiality practices, especially in handling sensitive healthcare information.
• In-depth knowledge of customer service principles and practices.



Schedule Requirements:• Ability to work night shifts during Eastern Time, from 8:00 AM - 9:00 PM, Monday-Sunday Including Holidays.



Technical Requirements:• Reliable wired internet connection with a speed of at least 100 Mbps.
• A computer or laptop with at least an Intel Core i5 or Ryzen 5 processor and a minimum of 8GB RAM is required. A dual-screen setup is a plus for increased productivity.
• Operating system: Windows 10 or macOS (latest version) with regular updates.
• Hard drive: At least 128 GB of free storage space for software and data.
• A clear webcam with at least 720p and a microphone is needed for clear communication.
• Updated antivirus software to ensure data security and protection against cyber threats. Having a VPN is preferred but not required.
• Reliable backup systems for electricity and internet outages in place.

Job Summary
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• Education and Certifications:


+ Completion of at least 2 years of college or equivalent training and certifications.
• Experience and Qualifications:


+ 1+ years of sales experience (required).
+ 1-2 years of customer service experience, preferably in the healthcare industry.
+ Knowledge of EMRs, such as eClinicalWorks (eCW), and HIPAA regulations is a plus but not required.
+ Proficiency in Google Workspace (Docs, Sheets, Drive).
+ Basic knowledge of data security and confidentiality practices.
+ Strong understanding of sales and customer service principles.

Duties and Responsibilities
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• Make outbound calls to confirm and schedule appointments, upsell services, and engage in feedback collection.
• Provide patient support via email, SMS, and chat in a timely manner.
• Resolve patient concerns promptly and efficiently.
• Follow up with patients about visits and upcoming appointments.
• Coordinate with healthcare providers regarding patient care.
• Collaborate with laboratories, clinics, home visit teams, and other departments.
• Respond to inbound caller inquiries.
• Document interactions according to standard operating procedures.
• Utilize automation and AI tools to improve efficiency in patient service.
• Make follow-up calls when needed.
• Engage in training and learning opportunities, including weekly one-on-one sessions.
• Be flexible with shifting schedules and willing to work overtime if necessary.
• Adhere to all company policies and procedures.
• Perform other related duties as assigned.

Incentives
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• Performance Incentive Bonus
• Performance-Based Increase after 3 months and 6 months

Equal Employment Opportunity Statement
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Nao Medical is an Equal Opportunity Employer. We are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We do not discriminate based on race, color, religion, creed, national origin, ancestry, sex, age, disability, marital status, sexual orientation, gender identity, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Nao Medical is dedicated to providing a work environment free from discrimination and harassment and treating all individuals with respect and dignity. Combining individuals from diverse backgrounds and experiences creates a more innovative, creative, and productive workforce.

Experience the Nao Medical difference. Join us in transforming healthcare, Nao!