Patient Experience Associate

Overview

As a Patient Experience Associate on our Service Validation Team, you make a difference every time you speak to a patient to confirm their Medical service or equipment was received. You have the ability to directly impact their health by confirming their wellbeing and assisting them with the timely delivery of their prescribed service or equipment along with making sure their experience was a positive one with CareCentrix and their Healthcare provider. You will also have the opportunity to take ownership of patient issues that may arise during service validation and facilitate a resolution. Prioritization and organization skills are key to being successful in this role.

Hiring for multiple positions!

Location: 100% RemoteStart Date: Monday, September 8th 2025

Starting Pay: $16.50 / hour plus corporate bonus incentives

Training & Nesting Hours: Monday – Friday, 9:00am to 5:30pm EST

Available Shift After Training & Nesting: Monday - Friday 10:00am - 6:30pm

Responsibilities

In this job you will:

• Make outbound telephone calls to eligible patients
• Answer inbound calls from previously outreached patients or patients transferred from a third party outreach vendor
• Follow company and department procedures for HIPPA Validating patient
• Solicit patient feedback on their experience with the provider and with CareCentrix
• Document all relevant information on the patient interaction in intake98, SharePoint and Web Help Desk System/CART
• Assist Patients with rescheduling/re-staffing their service or equipment
• Partner with escalation teams on re-staffing case with another provider
• Review and adhere to all Company policies and procedures and the Employee Handbook
• Participate in special projects and perform other duties as assigned
• Participate in and contribute to performance improvement activities
• Meet or exceed both individual and department assigned Key Performance Indicators (KPI) as well as Quality and Ulysses guidelines

You are going to love this role if:

• You enjoy working in a fast-paced and high-volume call center environment.
• You have great empathy and the patience to deal with difficult callers or complex requests.
• You are accurate with strong attention to detail.
• You can comply with all policies, including HIPAA/PHI policy.
• You strive to meet/exceed individual performance goals in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
• You are fun to work with! We are looking for team members who bring joy to the work they do.

Qualifications

You should get in touch if:

• High School Diploma or GED.
• Minimum 1 year Customer Service experience in a call center environment preferred.
• Ability to navigate dual monitors and multiple applications.
• Intermediate keyboarding abilities (at least 35 WPM, contact typing, formatting files).
• Basic PC abilities (for example: begin up and close down the laptop, use the mouse to factor and click on, begin and near programs, transfer among programs, navigate multiple systems and able to work with dual monitors.
• Basic Search Engines abilities including opening a browser, typing in URLs in the appropriate location, the use of a seek engine, bookmarking a site, and navigating the use of back/forward/prevent buttons.

What we offer:

• Starting Pay for external hires is $16.50 / hour + Monthly Incentive Bonus Opportunity.  The pay range included in this posting reflects future growth / earning potential
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
• Advancement Opportunities, professional skills training, and tuition /exam reimbursement
• PayActiv - access earned income in between pay checks
• Walgreens Discount - receive up to 25% off eligible items
• Great culture with a sense of community

CareCentrix maintains a drug-free workplace

#IDCC

We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.