Customer Service Representative
2 weeks ago
We are seeking a highly skilled and customer-focused Contact Center Specialist to join our team. As a key member of our healthcare organization, you will play a critical role in providing exceptional service to patients, families, and caregivers.
Job SummaryThe Contact Center Specialist is responsible for responding to routine inbound phone calls, emails, and electronic requests to assist with product and/or service inquiries. This may include technical help, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, handling complaints, troubleshooting problems, and providing information on behalf of the institution.
Key Responsibilities- Respond to and resolve routine inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
- Ensure a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
- Provide accurate, valid, and complete information to customers using the right methods and tools.
- Identify emergent health situations based on caller information and coordinate immediate triage.
- Work collaboratively with providers, clinical staff, and other departments to ensure patients' needs are met.
- Accountable for calming upset customers by providing a composed and professional demeanor.
- Identify and escalate priority issues for resolution.
- Document all customer contacts and accurately process various documents to ensure optimal service.
- Schedule, prepare, and communicate appointment details and necessary financial information to facilitate timely arrival, appointment preparedness, testing, and optimal reimbursement in accordance with system and operating guidelines.
- A high school diploma or equivalent required.
- Less than 1 year of experience in a call center, customer service, and/or healthcare setting preferred.
- Excellent listening, interpersonal, and communication skills.
- Professional, nice, and respectful telephone etiquette.
- Good data entry, numeric, and computer navigational skills.
- Knowledge of patient portal and customer service values and practices is preferred.
- Able to work in a fast-paced, constantly changing, and stressful environment.
We offer a competitive benefits package that includes:
- Immediate eligibility for health and welfare benefits.
- 401(k) savings plan with dollar-for-dollar match up to 5%.
- Tuition Reimbursement.
- PTO accrual beginning Day 1.
$45,000 per year.
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