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Customer Service Specialist

2 months ago

Vero Beach, Florida, United States Whole Family Health Center Inc Full time
Job Overview

Position Summary: The ideal candidate will excel in a dynamic environment, managing multiple tasks while fostering a supportive atmosphere for both patients and staff. Attention to detail and sensitivity to patient needs are crucial, as is the ability to work independently and efficiently. This role involves maintaining operational flow by handling communications and assisting patients directly. The representative will collaborate closely with clinical personnel, acting as a vital link between patients and healthcare providers. Effective communication is key to establishing trust and rapport with patients, and strong assessment skills are necessary for success in this role.

Communication Skills: Exceptional verbal and written communication abilities are essential. The representative must convey information with tact and diplomacy, ensuring a positive interaction with patients and colleagues. Proficiency in Spanish, Creole, or both is advantageous.

Core Responsibilities:

  1. Exhibit professionalism and a positive demeanor towards patients, visitors, and colleagues.
  2. Respond to incoming calls and take appropriate actions based on the nature of each inquiry.
  3. Maintain customer satisfaction metrics as defined by the organization.
  4. Participate in mandatory training sessions to remain informed about product and policy updates.
  5. Utilize company protocols to assess whether immediate resolutions can be provided or if managerial intervention is necessary.
  6. Update patient records in the company's electronic health record (EHR) system.
  7. Manage appointment scheduling, including making, changing, and canceling appointments.
  8. Transfer calls as needed using the switchboard system.
  9. Demonstrate strong communication and telephone skills.
  10. Show a proven track record in customer service.
  11. Resolve customer inquiries effectively.
  12. Encourage account upgrades when appropriate.
  13. Maintain the call center's database.
  14. Relay pertinent information to relevant parties.
  15. Ensure the upkeep of office equipment.
  16. Engage in educational opportunities as required.
  17. Perform additional duties as assigned.
  18. May require occasional travel between clinics for coverage purposes.

Education & Qualifications

  1. A high school diploma or GED is required; a college degree is preferred.

Experience:

  1. One to three years of relevant experience in a medical office environment.

Requirements:

  1. Level 2 background clearance is mandatory.
  2. All necessary vaccinations and a PPD test must be completed upon hiring.