Customer Service Representative

4 days ago


Baltimore Maryland, United States Mercy Medical Center Full time

Job Summary:

The Support Services Representative is a vital member of the Mercy Medical Center team, responsible for providing exceptional customer service to patients and staff. This role requires a self-directed individual with comprehensive knowledge of documentation procedures, customer service skills, problem-solving, and the ability to multi-task.

Key Responsibilities:

  • Answer incoming calls to the Centralized Communication Center in a polite, professional, and efficient manner.
  • Provide high-quality customer service on every call, ensuring a positive experience for patients and staff.
  • Take accurate phone messages, make calls to staff for assistance, and document all interactions per office protocol.
  • Relay requests to the appropriate department leadership and document all steps.
  • Check the call center's voicemail and follow up on all requests.
  • Scan documents, work on work queues (WQs), and recommend workflow efficiencies to improve the patient/staff experience.
  • Provide callers with information on previous department calls, department leadership, and follow up on requests.
  • Answer callers' questions and promote teamwork and call center success.

Requirements:

  • High school diploma or GED.
  • Minimum 1 year of experience in a similar role within a Centralized Communication Center.
  • Able to answer greater than 300 calls per day.
  • Able to type and talk.
  • Able to type more than 30 wpm.


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