Customer Care Representative

Irvine, CA 92614 | Direct Hire

Job ID: [SA] Call Center IVF/ Fertility Clinic Category: Healthcare Pay Rate: $18-$23

CALL CENTER Patient Services

We offer peace of mind!

We are seeking qualified applicants with a minimum of 5 years of previous customer service experience in the medical field and at least 2 years of previous call center experience.

Desirable industry experience with Reproductive Health Services, Family Planning, Fertility, IVF, or OB-GYN. We are also seeking those who have experience with processing shipments and tracking packages with freight carriers such as UPS, DHL, and FedEx.


Daily Responsibilities Include:

  • Telephone and email communicate with providers and physicians and patients
  • Create of quotes via data entry in the web portal
  • Advanced Microsoft Word, Outlook (will email proposals)
  • Excellent follow up on open cases and provide updates
  • Create new orders
  • Coordinate shipping schedules with freight carriers and coordinate with the Logistics Department
  • Review and approve orders in the portal
  • Accept Credit Card payments for processing
  • Shipment tracking (Courier and GPS) and Follow up on delays or other shipment challenges- excellent communication needed


Primary Responsibilities Include:

  • Articulate and effective communication
  • Capacity to manage sensitive situations creating a positive experience
  • Highly engaged- have an “Own It” attitude
  • Authentically seek to improve quality of care- we want to offer peace of mind to our clients at all times
  • Knowledgeable and ability to evaluate logistical matters, previous experience is a huge plus
  • Natural problem solver
  • Comfortable with and experience with sales quotes including pricing and schedules
  • Logistics; order processing, exceptions/escalation, patient and carrier communications
  • Web portal documentation, strong data entry skills


Please Read:

Education: High school diploma or equivalent (GED) required /// **Bachelors or Associates Degree is a plus

Prior experience with logistics management (DHL/UPS/ FedEx or other major freight carriers)

Experience and knowledge of medical terminology, medical clinical or patient relations, member services

Computer savvy: Microsoft Word and Microsoft Excel

Type minimum of 45 WPM 

Can work independently and efficiently with little to no mistakes

Excellent English written and verbal communication skills required

Fluent Bilingual (written and verbal) English and in one of defined threshold language is preferred; English/Spanish, English/Chinese, English/ Vietnamese

Maintain confidentiality of patient information. Follow HIPAA guidelines

 Strong organizational, verbal, and written communication skills. Detail-oriented is required




We offer a competitive benefit package

  • Competitive Salary
  • Stock Options 
  • 401 Plan with Employer Matching
  • Paid Time Off Causal Fridays
  • Medical & Dental Insurance Plan options
  • Life & Disability Insurance options
  • Opportunity for professional growth

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the California Fair Employment and Housing Act (FEHA).

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