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Customer Service Agent
2 months ago
Salary: $20.00 per hour
About Finger Lakes Community Health:
Established in 1989, Finger Lakes Community Health (FLCH) has evolved from its original mission of assisting agricultural workers to becoming a Federally Qualified Health Center (FQHC). Today, FLCH provides comprehensive medical, dental, and behavioral health services to a diverse patient population, serving over 28,000 individuals across eight health centers.
Benefits:
- Standard Monday to Friday work schedule, with all major holidays off
- Medical insurance with a significant employer contribution
- Dental, Vision, and Life insurance options
- 3% Safe Harbor 401k contribution
- Generous Paid Time Off (PTO)
- Education reimbursement programs
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 promptly and that callers are directed to the appropriate departments.
Key Responsibilities:
- Call Management:
Utilize the established call center script to greet callers professionally. - Verify patient account details and provide general information regarding FLCH services.
- Direct calls to the relevant departments within Finger Lakes Community Health.
- Handle caller requests, including but not limited to:
- Appointment scheduling
- Prescription refills
- Addressing acute symptoms
- New patient registrations
- Inquiries from external providers, hospitals, or pharmacies
- Prioritize patient needs based on provider availability when scheduling appointments.
- Escalate urgent calls in accordance with call center protocols to ensure timely responses to emergency requests.
- Contact patients directly to arrange appointments and provide necessary information as directed.
- Work efficiently to meet established call center performance metrics.
- Review performance metrics with the team to identify areas for improvement.
- Assist with call center operations at various FLCH locations as required.
- Perform additional duties as assigned.
Documentation:
Maintain accurate records of caller interactions, including telephone encounters and referrals, in the electronic health record system.
Qualifications:
- High School Diploma or GED is required.
- Previous 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:
Must be capable of hearing and communicating effectively with clients and staff via phone and in person. The role requires the ability to lift up to 40 lbs, sit for extended periods, and perform tasks that may involve kneeling or bending.
Note: Finger Lakes Community Health utilizes BambooHR for hiring and onboarding processes. All recruitment communications will originate from BambooHR and may be flagged as spam.
