Customer Service Representative
1 month ago
Job ID: 45433
Location: Lansing, MI
Job SummaryThe Customer Service Agent serves as the first point of contact for patients, families, caregivers, and the community. This role requires providing exceptional customer service, ensuring timely resolution and escalation of issues, and working collaboratively with other departments.
Key Responsibilities- Perform all duties of the Customer Service Agent Associate
- Act as a backup agent and escalation point for issues not resolved by a Customer Service Agent
- Receive and log incoming issues and requests from caregivers, patients, and visitors
- Use computer-based tracking tools to triage requests to the appropriate Health System team, department, or resource
- Assist callers with Health System information and services
- Accurately communicate the nature of the problem to designated resources
- Ensure follow-up on patient/family/visitor contact, including logging of all correspondence
- Escalate emergency issues to appropriate leadership
- Maintain daily event logs
- Contribute to departmental knowledge base
- Demonstrate knowledge and maintain patient confidentiality by following HIPAA Privacy and Security policies and procedures
- Adhere to ICARE values and standards of behavior (Innovation, Compassion, Accountability, Respect, Excellence)
- Role model behaviors that value diversity and create an inclusive work environment
- Communicate effectively with patients, families, and customers using AIDET (Acknowledge, Introduce, Duration, Explanation, Thank)
- Work in a safe manner and report any hazards identified in the work environment
- Adhere to policies and procedures designed to prevent the spread of communicable diseases
- Minimum 3 years of experience in a direct customer service role
- Call center experience preferred
Sparrow Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
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