Octiva Healthcare offers all hours telephonic support to medical clinics and practices throughout the United States. Formed as a joint venture between two larger healthcare companies, Octiva seeks to provide 24/7/365 access and solutions to patients needing to connect with their medical caregivers.

The ideal Octiva Tele-Support Specialist will:

• Be passionate about customer service
• Be highly capable and driven
• Have strong interpersonal skills
• Be committed to their scheduled shifts, but flexible if others need changes.

The following Job Description will provide more insight into the expectations and requirements for this role:

Summary:

The Tele-Support Specialists play a pivotal role in the organization as they are the first contact patients make in seeking help. This is a remote position, requiring good internet access and excellent phone and computer skills. The Tele-Support Specialist will answer the call, identify the reason for the call, and either handle the request (for example, hours and address information, making an appointment, registering a new patient) or transfer the call to the Nursing level (all medical questions). Octiva strives to answer calls and get patients the help they need quickly and efficiently.

Essential Functions:

• Using software and experience, answer calls and determine the callers’ needs
• Respond to callers seeking information or assistance
• Schedule in-person clinic appointments for patients with their primary care doctor
• Provide answers to requests for information and non-medical questions
• Take excellent notes regarding the disposition of the call in the provider’s data portal
• Transfer the call to the Nursing level if there is a medical question or concern
• Provide process feedback and implement changes to improve our systems

Geographic Requirements:

In order to provide quality service for our patients and maintain privacy laws, we are currently looking for team members who reside in the following States:

• Alabama
• Georgia
• Iowa
• Idaho
• Indiana
• Kansas
• Kentucky
• Louisiana
• Mississippi
• Montana
• North Carolina
• North Dakota
• Nebraska
• New Hampshire
• Oklahoma
• Pennsylvania
• South Carolina
• Texas
• Utah
• Wisconsin
• West Virginia
• Wyoming

Position Requirements:

• Must be able to work one of the following shifts:
  • 12 AM - 8 AM
  • 8 AM - 4 PM
  • 4 PM - 12 AM
• Bilingual in English and Spanish
• Ability to log into and access multiple remote applications (training provided)
• Excellent communication and interpersonal skills
• Ability to use software including Ring Central, Microsoft Office, Teams
• Responsible and compassionate
• Outstanding organizational and multi-tasking skills
  
• Must be authorized to work in the United States.

Education and Experience:

• High School diploma or equivalent required
• Call center or call answering experience preferred

Additional Preferences:

• Flexibility to work on weekend shifts based on agreed upon schedule.
• Ability to use Microsoft Office products, such as: Outlook, Teams, Word, Excel.
• Healthcare experience

Position Reports To:

TeleHealth Nurse Manager

Physical Demands:

• Must be able to remain in a stationary position 50% of the time.
• Constantly operate a computer
• Communicate clearly via phone/voice app

Travel:

The role is intended to be fully remote!

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change with proper notice.