Overview Carenet Health is not authorized to hire in certain states due to internal business considerations: AZ, CA, CO, ME, NE, NJ, NY, NV, OR, WA, MD, RI, WV, AK, HI, CT, DE, VT, or Puerto Rico At Carenet, we foster collaboration, creativity and innovation. Our promises to our team members include empowering growth through trust, opportunity and accountability. We are looking for people who want to work with an entrepreneurial spirit and deliver market-leading performance! If you are passionate about healthcare and supporting patients with their healthcare needs, empathetic, patient focused and enjoys interacting with patients, patient representatives, providers, pharmacies and more, then this may be the position for you. Did we mention this was a remote, work from home position? Responsibilities The Health Advisor serves as a key point of contact within Hoag’s Centralized Patient Service Center, supporting patients with scheduling and coordination across multiple service lines, including CT, MRI, mammography and bone density (DEXA), X-ray and ultrasound, laboratory, nuclear medicine, pulmonary, vascular, surgery and labor & delivery, as well as physician scheduling and general radiology call support. In this role, the Health Advisor delivers a compassionate, efficient, and accurate patient experience while managing high-volume inbound interactions in a remote contact center environment. Responsibilities include scheduling, rescheduling, confirming appointments, addressing patient inquiries, and documenting all interactions in accordance with client protocols, HIPAA standards, and service expectations. - Manage inbound and outbound patient interactions to support scheduling and coordination of diagnostic imaging services. - Schedule, reschedule, cancel, and confirm patient appointments across diagnostic imaging and specialty service lines, including but not limited to CT, MRI, mammography/bone density (DEXA), X-ray/ultrasound, laboratory, nuclear medicine, pulmonary, vascular, surgery and labor & delivery, radiology and nuclear medicine physician scheduling, and main call support. - Respond to patient inquiries regarding imaging services, appointment availability, preparation instructions, verifying insurance, and general service information. - Accurately document all patient interactions, appointment details, and updates in the appropriate systems and CRM platforms. - Review patient orders, referrals, and provider instructions to ensure appointments are scheduled according to established guidelines and protocols. - Navigate multiple systems simultaneously (e.g., scheduling platforms, CRM tools, and communication systems) while maintaining accuracy and efficiency. - Communicate professionally with patients, providers, and internal teams to coordinate care and resolve scheduling needs. - Demonstrate empathy, professionalism, and active listening skills while supporting patients throughout the scheduling process. - Follow established workflows, call flows, and knowledge resources when handling patient interactions and service requests. - Identify patient needs and take appropriate actions to ensure concerns are resolved, and service expectations are met. - Maintain productivity and quality standards in a fast-paced, high-volume contact center environment. - Ensure strict adherence to HIPAA regulations and all privacy and security standards. - Participate in required training programs, including modality-based training for imaging services. - Engage in coaching sessions and apply feedback to improve performance and service delivery. - Maintain consistent attendance and schedule adherence to support operational goals. - Perform other duties and responsibilities as assigned. Qualifications - High school diploma or GED required. - Minimum of six months of experience in a healthcare contact center, patient access, or customer service environment preferred, with hands-on experience scheduling medical appointments within a healthcare organization—preferably supporting diagnostic imaging, specialty care, or multi-department scheduling is required. - Required Work From Home experience in a private, secure, and distraction-free environment while maintaining full compliance with HIPAA and company data privacy standards. - Strong verbal communication skills with the ability to demonstrate empathy, professionalism, and excellent telephone etiquette. - Demonstrated understanding of and consistent adherence to contact center performance metrics (e.g., adherence, quality, and service levels), in alignment with scorecard standards and Remote Work Agreement (RWA) expectations. - Ability to adhere to assigned schedules within program operating hours, demonstrating reliability, punctuality, and consistent attendance. Must be flexible to adjust shifts, swap coverage, and support overtime based on business needs, while maintaining timely and professional communication regarding schedule changes or absences. - Ability to manage multiple systems and tasks simultaneously in a fast-paced environment. - Strong attention to detail and ability to follow established protocols and workflows. - Demonstrated problem-solving skills and ability to research and resolve customer inquiries effectively. - Basic computer proficiency including experience with Windows-based systems and applications such as Outlook, Teams, and CRM or scheduling platforms. - Ability to type a minimum of 40 words per minute. Flexibility to work assigned schedules, including evenings, weekends, or holidays as required Compensation & Benefits At Carenet Health, we value the expertise and dedication of our team members, and we are committed to offering an appealing compensation package. The wage for the Customer Service Rep role is $16.00 per hour. In addition, we offer a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) plan with company match, paid time off (PTO) and holidays, flexible spending accounts (FSAs), employee wellness programs, and career development opportunities. Additional Information Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination. Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.