About Company
Dartmouth Health is New Hampshire’s only academic health system and the state’s largest private employer. We are dedicated to providing high-quality, compassionate care, innovative research, and comprehensive education to improve the health of people in New Hampshire and Vermont. Our unwavering mission is to advance health through the delivery of exceptional patient-centered care, ground-breaking education, and transformative research. We believe in fostering an inclusive environment where every team member feels valued, supported, and empowered to contribute their unique talents to our vital mission. Joining Dartmouth Health means becoming part of a community deeply committed to making a profound and lasting difference in the lives of our patients, their families, and the broader communities we serve. Come grow your career with an organization that is setting the standard for healthcare excellence.
Job Description
Are you a compassionate, detail-oriented individual with an unwavering passion for helping others and a knack for problem-solving? Dartmouth Health is seeking a dedicated Remote Customer Care Coordinator to join our dynamic and supportive team, based out of Manchester, New Hampshire. In this crucial full-time role, you will serve as the primary point of contact for our valued patients, their families, and external partners, providing essential support and expert guidance through various communication channels, including phone, email, and online chat. Your exceptional communication skills, empathetic approach, and proactive nature will be absolutely vital in assisting with complex appointment scheduling, answering general inquiries with clarity, navigating our comprehensive range of healthcare services, and resolving concerns with the utmost professionalism and efficiency. This position requires a highly motivated and independent problem-solver who can thrive in a remote work environment, demonstrating strong organizational skills, meticulous attention to detail, and the ability to effectively manage multiple priorities while maintaining strict patient confidentiality at all times. You will play a pivotal role in ensuring a positive, seamless, and reassuring experience for everyone interacting with Dartmouth Health, embodying our profound commitment to patient-centered care. This is an exciting and impactful opportunity to contribute to a leading academic healthcare organization from the comfort and convenience of your home, while still being an integral and connected part of our Manchester-based operational support structure.
Key Responsibilities
- Serve as the empathetic first point of contact for patient inquiries via phone, email, and online chat, providing accurate and timely information with a caring demeanor.
- Efficiently schedule, reschedule, and cancel patient appointments across various departments, ensuring optimal calendar management and patient access.
- Assist patients with understanding complex healthcare services, procedures, and general billing inquiries, directing intricate issues to appropriate specialist departments.
- Maintain detailed, accurate, and confidential records of all patient interactions and communications within the electronic health record (EHR) system.
- Resolve patient concerns and complaints with profound empathy, professionalism, and a solutions-oriented approach, escalating complex issues when necessary to ensure satisfactory outcomes.
- Provide technical support and guidance for virtual care platforms, helping patients navigate setup, access, and basic troubleshooting.
- Collaborate effectively and seamlessly with clinical and administrative teams to ensure integrated and continuous patient care coordination.
- Adhere strictly to HIPAA guidelines, all patient confidentiality protocols, and Dartmouth Health's stringent privacy policies.
- Actively participate in ongoing training, workshops, and professional development opportunities to stay current with Dartmouth Health policies, procedures, and best practices.
Required Skills
- Excellent verbal and written communication skills with a focus on clarity and empathy.
- Strong active listening capabilities and a naturally empathetic approach to patient interaction.
- Proficiency in using computer systems, including Microsoft Office Suite and customer relationship management (CRM) software.
- Ability to work independently and productively in a remote setting with minimal supervision.
- Exceptional problem-solving, critical-thinking, and decision-making skills.
- High level of organizational skills, time management, and meticulous attention to detail.
- Demonstrated ability to maintain composure, professionalism, and a positive attitude in fast-paced or stressful situations.
- Reliable high-speed internet connection and a dedicated, quiet home office workspace free from distractions.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field (e.g., Healthcare Administration, Communications, Business).
- Previous experience with Electronic Health Record (EHR) systems, particularly Epic.
- Familiarity with medical terminology, healthcare regulations (e.g., HIPAA), and insurance processes.
- At least 1-2 years of experience working in a remote customer service or call center environment, preferably in healthcare.
- Bilingual proficiency (especially Spanish) is a significant asset to better serve our diverse patient population.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans starting from day one.
- Generous paid time off (PTO) and company-recognized holidays.
- Robust 403(b) retirement plan with competitive employer contributions.
- Extensive opportunities for professional growth, career development, and internal advancement within a leading academic health system.
- Employee assistance program (EAP) and comprehensive wellness initiatives to support your well-being.
- Company-paid life and disability insurance for your peace of mind.
- Tuition reimbursement programs for continuing education and skill enhancement.
- A supportive, collaborative, and inclusive remote work culture that values every team member.
- Access to a wide range of employee discounts and services.
How to Apply
Ready to make a meaningful difference in healthcare from the comfort and convenience of your home? We invite you to apply for this vital role by clicking the link below. Please ensure your resume thoroughly highlights your relevant experience, exceptional communication skills, and your passion for patient care. We are eager to review your application and learn more about how you can contribute to Dartmouth Health’s mission!