Corstrata is a tech-enabled telehealth service specializing in wounds, ostomies, and other types of acute or chronic skin integrity conditions. We provide patients, providers, and payers with virtual access to scarce wound and ostomy experts.

Corstrata is looking for one or more Digital Health Customer Service Representatives to assist our various healthcare company clients and direct care to patients. This position is 20 to 25 hours per week including 1 to 2 Saturdays per month. Our hours of operation are Monday through Friday from 8 am to 8 pm and Saturday from 11 am to 3 pm (Eastern Time Zone).

The Digital Health Customer Service Representative will be responsible for handling incoming patient and/or client calls, emails, SMS/text, engagement system forms and messaging, and assigned outside messaging systems. They should be able to utilize company policies, procedures, and/or process workflows to solve patient and/or client issues and direct calls to the managerial team when necessary.

This position is the first point of contact for our virtual wound and ostomy support services, so it is important that they are committed to patient and client satisfaction and the ability to make quick and accurate decisions.

Pay

The pay scale ranges from $13 to $15 per hour.

Responsibilities and Duties

Answer incoming patient and client phone calls and take appropriate action.
Screen and route patient and client calls, texts, email messages, and forms, ensuring accurate registration, appointment scheduling, rescheduling, cancellation, no-show, and follow-up visits in our system.
Input and maintain daily, weekly, and monthly metrics and data in our systems for monthly reporting and client billing.
Respond to patients seeking help with Corstrata support services, such as form submission, self-scheduling system, and/or device-related issues.
Learn the functions and back end of Corstrata’s engagement platforms and Corstrata’s clients’ EMR systems to achieve specific goals for each.
Maintain a high level of courteous customer service at all times.
Coordinate schedules with Corstrata nurses, address last minute appointments, and resolve scheduling conflicts as needed.
Triage and/or submit tickets, as needed, for technical issues encountered by our patients, clients, or support services in the appropriate system. Depending on the specific system’s requirements, these may need to be handled through phone or email submission.
For client referral or direct to consumer patients, send the Corstrata welcome email with instructions and/or follow-up on completing their self-assessment form and/or self-schedule their virtual visit.
Pulls patient referral data and/or information from client EMR. This information is added to the Corstrata engagement system to create a patient account and system of record. The Corstrata WOC Nurse accesses the system to review patient referral information before their visit.
Sends daily communication to our wound care clients of completed consults. This consists of email for notification, daily reports faxed, or daily reports emailed encrypted to the patient and/or client.
Coordinates communication with Corstrata external and internal providers, clinical supervisor and/or administration for missing and/or additional information needed on consult recommendations to be completed.
Addresses emails for nurse employment inquiries and maintains data of potential new hire nurses.
Handles all incoming referrals or consult requests by assigning to the appropriate Corstrata WOC nurse based on skill level and state license availability.
If the support services coordinator is unaware of how to handle or address an issue or concern, it should immediately be escalated to the Director of Support Services for guidance. If the Director of Support Services cannot be reached, the Director of Clinical Services should be contacted for guidance.

Skills, Requirements, and Qualifications

Remote position requires a quiet workspace with computer/camera access and strong WiFi
Solid skills and experience in customer, product, and technology support services
Proficient in Microsoft Office (Word and Excel) and Google Suite (Google Docs and Sheets)
5+ years of experience in healthcare customer service
High level of professionalism
Self-starter with attention to detail and strong problem solving abilities
Personable with exceptional phone manner
Excellent interpersonal and communication skills
Knowledge of medical terminology
Ability to learn and utilize virtual engagement platforms
Ability to apply knowledge of company procedures and carry out tasks accordingly
Must be flexible, organized, and function well under pressure
Ability to work in a fast-paced environment
Ability to receive and express detailed information through oral and written communications
Understanding of HIPAA standards
Ability to build and maintain collaborative relationships with both internal staff and external clients

Digital HealthCustomer Service Representative

Digital Health
Customer Service Representative