Customer Service Specialist - Call Center

Specialist Customer Service - Call Center

Location: Livermore, CA

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 6 months
• Pay Rate: $27.00 / Hour (USD)
• Shift / Schedule: Monday Friday, 8:30 AM 5:00 PM PST (call center hours are 5:00 AM 5:00 PM PST; candidates must have flexibility for training hours and occasional fill-ins)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This position will be based out of the Livermore, CA location in the Heart Failure Acelis Connected Health business. Our Heart Failure solutions are helping address some of the world's greatest healthcare challenges. As the Customer Service Specialist, you will handle inbound and outbound calls in a fast-paced, high-volume call center. You will interact with customers to assist with demographic, member plan, and physician changes, as well as collecting results and creating supply orders. You will provide customer service by answering customer concerns, explaining business policies and policy controls, as well as assisting in customer escalations and complaints. The role includes providing testing support, product overview, and basic technology instructions. Customer Service Specialists provide general assistance, as needed, to achieve and maintain patient success and satisfaction with remote monitoring.

Key Responsibilities

• Handling of inbound and outbound customer calls
• Collects, receives, and records INR results
• Utilizes call scripting provided when conducting patient phone calls
• Contacts physician for INR results based on clinic's reporting preferences and as outlined by Acelis Connected Health policies and procedures
• Monitors and assists customers with adherence to prescribed test frequency
• Promotes use of digital platforms
• Assists in the use of digital platforms
• Demonstrates knowledge of products used to obtain INR results and assists customers, as applicable
• Responsible for time management, adherence to schedule, and attendance
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies, including all HIPAA requirements

Required Skills

• Communicate clearly and concisely, both in writing and verbally with others in a professional manner
• Strong computer skills, proficiency navigating multiple websites and platforms
• Proficient with Microsoft Office programs and smart devices
• Versatility, flexibility, and willingness to work within constantly changing priorities
• Previous experience in high-volume call center
• High attention to detail
• Must maintain excellent attendance

Preferred Skills

• 2 years of experience in a clinical environment

Education Requirements

• High school diploma or equivalent (required)
• Associate's degree (preferred)

Required Experience

• 2 years of high-call-volume call center experience

Nice-to-Have Experience

• 2 years of experience in a high-call-volume call center

Work Environment / Physical Requirements

• Must be able to work sitting down for extended periods of time
• Must be able to work with a computer and multiple computer screens for extended periods of time
• No lifting over 10 pounds required without assistance

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading global healthcare innovator with more than 140 years of history developing life-changing medical devices, diagnostics, nutritional science, and pharmaceutical products that reach patients in more than 160 countries. The organization's portfolio spans cardiovascular care, diabetes management, diagnostic testing, nutrition, and neuromodulation, and it operates across four major business segments at significant scale employing a workforce that includes biomedical engineers, clinical scientists, regulatory affairs specialists, and commercial operations professionals. Certified as a Great Place to Work, with 80 percent of employees affirming it as such, this organization offers cross-functional teams, international exposure, and a mission grounded in inclusion, innovation, and measurable impact on global health outcomes.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-11359

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