Customer Service Representative

2 weeks ago

Wilmington, United States HirePower Full time

Job Summary

  • We are looking for individuals to join our client’s team as Customer Service Representative. You will answer high-volume inbound customer calls via an automated phone system while demonstrating exceptional customer skills


Job Description

  • Make outbound calls to patients, practices, pharmacy and external/internal departments as needed
  • Utilize resources to troubleshoot and resolve patient issues
  • Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion and responding to individual needs.
  • Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.
  • Ensure patient/family confidentiality, safety and security
  • Utilizes knowledge of schedules and protocols
  • Uses proper billing area/appointment location
  • Cancels/reschedules appointments as needed and changes appointment status in Revenue Cycle
  • Communicate effectively and professionally with patients, healthcare professionals, and other caregivers
  • Process phone messages timely to ensure patient safety and quality
  • Schedule appointments according to Cecil Access Center scheduling guidelines
  • Ensures documentation of call is detailed and accurate
  • Demonstrates sound judgment of escalating urgent calls
  • Utilization of computer, i.e., scheduling module and EMR
  • Enter patient demographics
  • Ability to prioritize with typing and talking simultaneously
  • Routing calls appropriately
  • Interacts with patients, physicians and staff to provide accurate communication
  • Performs assigned work safely, adhering to established departmental safety rules and practices
  • Reports to Supervisor in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
  • Performs other related duties as required.


Skills Required

  • Must have 1 year call center experience. Healthcare is a plus and so is previous banking experience.
  • Handle high call volume.
  • Scheduling for Primary Care, refills and referrals
  • Prior call center, customer service and medical office related experience preferred.
  • Computer and key boarding skill required


Education/Training/Certifications

  • High school graduate


Additional Requirements

  • Adhere to company guidelines regarding COVID compliance.
  • Shift Start Time: 8am - No on-call requirement - No weekend requirement.


Pay rate

  • $17.00 per hour
  • We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GFCCW JB#10941396

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