Customer Service Representative

1 week ago


Geneva, New York, United States Finger Lakes Community Health Full time
About the Role:

The Customer Service Representative will provide quality customer service to individuals calling Finger Lakes Community Health. This position ensures callers have their requests handled promptly and are directed to the appropriate departments.

Main Responsibilities:

General Call Handling

Greet callers with the appropriate call center contact script

Verify patient account information

Answer questions and provide general information about Finger Lakes Community Health services

Route calls to appropriate Finger Lakes Community Health department

Address caller requests including but not limited to:
Scheduling an appointment

Refilling a prescription

Acute symptoms

Registering as a new patient

Outside provider, hospital, or pharmacy calls

Prioritize patient needs with provider availability when scheduling as determined by scheduling guidelines

Escalate calls following call center guidelines to ensure emergency and acute requests are replied to in a timely manner

Contact patients directly to schedule appointments and provide information as directed by provider, telephone encounters, actions, or call center management

Perform tasks efficiently to achieve identified call center metrics

Review call center metrics with department to identify areas of concern or improvement needed

Assist with call center coverage at various Finger Lakes Community Health sites as needed

Other duties as assigned

Requirements:

High school diploma or GED

Customer service experience preferred, but not required

The ability to work flexible hours, some evenings are required

The ability to communicate fluently in both Spanish and English is strongly preferred

Physical Requirements:

Must be able to hear and communicate with clients and staff via phone, web media, and in person.

Must be able to lift up to 40 lbs.

Must be able to sit for extended periods of time

Must be able to kneel, crawl, or bend into awkward spaces

OSHA Level 3

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