Customer Service Representative

Integra Partners works with hundreds of healthcare providers of durable medical equipment, orthotics and prosthetics to help facilitate the care of thousands of patients per year. To ensure we are operating at the highest professional standard for our network of patients, health plans and providers, we are seeking dynamic individuals to come join our call center as Customer Service Representatives. As the first point of contact for inquiries from our external partners and patients, this role will also be tasked with managing a large volume of important documents that ensure our business runs smoothly.  To WOW our customers, you are driven by providing a best-in-class client experience for all parties both internally and externally, you take great pride in operating in a client-facing environment and value working cross-functionally to deliver innovative client and member-focused solutions.

Job Responsibilities and Duties

• Handle and resolve customer questions and concerns; you’ll answer 50-60 calls per day on average
• Provide detailed notes and follow-up information in the CRM during each call
• Research and respond to inquiries using our internal systems, CRM, and other software programs
• Manage other patient, health plan, or healthcare providers needs and escalate as required
• Route health plan representatives and providers to appropriate internal resources
• Maintain a 90% or higher quality assurance score on calls

What will you learn in the first 30 days?

• In your first 30 days you will learn the function of the call center within the company and go through a comprehensive training program
• You will fully understand your job role and responsibilities, and which tools assist you in your position.
• You will be able to answer basic inquiries and questions, as well as how to escalate inquiries to other representatives and departments

What will you achieve in the first 90 days?

• You will be able to answer complex questions or know where to get answers or support.
• You will be contributing your skills and knowledge to meet your department’s metrics and goals.
• You will receive feedback and coaching from our Quality Assurance team to ensure you adhere to company policies and are providing exceptional customer service.
• You will have regular monthly one-on-one meetings with leaders for mutual feedback and have initiated your personal development plan.

Starting Pay: $16.00/hour

Knowledge/Skills/Abilities

• Able to prioritize, organize with excellent attention to detail and problem-solving skills.
• Sound judgement and critical thinking
• Must be reliable, highly motivated self-starter, able to multitask and work independently within a fast-paced, team environment.
• Conduct yourself in a courteous, helpful, and professional manner
• Ability to work overtime as required
• Must follow policies regarding attendance and punctuality
• Maintain a climate of teamwork and collaborative problem solving
• Add value and positive contributions towards the company and department culture

Required Experience

• At least 1-year previous experience in a customer service role
• Previous call center and/or healthcare experience preferred
• Ability to type at least 40 words per minute (WPM)
• Proficiency using a Microsoft Windows operating system
• Proficiency using Microsoft Outlook, Word, internet browsers, and web-based applications
• Proficient verbal and written English communication skills
• Detail-oriented and accurate in your work
• Ability to conduct yourself in a courteous, helpful, and professional manner
• Active listening skills
• Ability to work assigned schedules and follow policies regarding attendance and punctuality
• High-speed home internet connection
• A private workspace within the home free from distractions
• Ability to handle confidential and protected health information in accordance with company policies and procedures

Benefits Offered

• Competitive compensation and annual bonus program
• 401(k) retirement program with company match
• Company-paid life insurance
• Company-paid short term disability coverage (location restrictions may apply)
• Medical, Vision, and Dental benefits
• Paid Time Off (PTO)
• Paid Parental Leave
• Sick Time
• Paid company holidays and floating holidays
• Quarterly company-sponsored events
• Health and wellness programs
• Career development opportunities

Our Story

Founded in 2005, Integra Partners is a leading network management company specializing in Orthotics, Prosthetics, and Durable Medical Equipment. We are reimagining access to in-home healthcare to improve the quality of life for the communities we serve.

With locations in New York City, Michigan, and a remote workforce across the United States, Integra has a culture focused on collaboration, teamwork, and our values: One Team, Drive Results, Push the Boundaries, Value Others, and Build Community. We’re looking for energetic, talented, and dedicated individuals to join our team. See what opportunities we have available; there may be a role for you to engage in a challenging yet rewarding career in healthcare. We look forward to learning more about you.