Customer Service Agent

2 weeks ago

Geneva, New York, United States Finger Lakes Community Health Full time
Job Overview

Salary: $20.00 per hour

About Finger Lakes Community Health:
Established in 1989, Finger Lakes Community Health (FLCH) is dedicated to providing essential health services to diverse populations. Originally focused on agricultural workers, FLCH has evolved into a Federally Qualified Health Center (FQHC), offering comprehensive medical, dental, and behavioral health services to over 28,000 patients across multiple locations.

Benefits:

  • Standard Monday to Friday work schedule, with all major holidays off
  • Medical insurance with significant employer contribution
  • Dental, Vision, and Life insurance options
  • 3% Safe Harbor 401k contribution
  • Generous Paid Time Off (PTO)
  • Education reimbursement opportunities

Position Summary:
The Customer Service Agent plays a crucial role in delivering exceptional service to callers contacting Finger Lakes Community Health. This position is responsible for ensuring that inquiries are addressed efficiently and that callers are directed to the appropriate departments.

Key Responsibilities:

  • Call Management:
    Handle incoming calls with professionalism, verify patient information, and provide general information about services offered.
  • Routing Calls:
    Direct calls to the relevant departments and address various requests, including:
    • Appointment scheduling
    • Prescription refills
    • Assistance with acute symptoms
    • New patient registrations
    • Inquiries from external providers, hospitals, or pharmacies
  • Prioritize patient needs while adhering to scheduling guidelines.
  • Escalate urgent calls in accordance with established protocols.
  • Proactively contact patients to schedule appointments and relay information as necessary.
  • Monitor and strive to meet call center performance metrics.
  • Assist with coverage across different sites as required.
  • Perform additional duties as assigned.

Documentation:
Maintain accurate records of caller interactions and ensure all actions are documented in the electronic health record system according to company policies.

Qualifications:

  • High School Diploma or GED required.
  • Prior customer service experience is preferred but not mandatory.
  • Flexibility to work evenings as needed.
  • Fluency in both Spanish and English is highly desirable.

Physical Requirements:
Ability to communicate effectively with clients and staff via phone and in person. Must be able to lift up to 40 lbs and sit for extended periods. Ability to kneel, crawl, or bend into confined spaces is necessary.

Note: Finger Lakes Community Health utilizes BambooHR for recruitment and onboarding processes. All communication regarding recruitment will originate from BambooHR and may be flagged as spam.

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