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Customer Service Specialist

2 months ago

Richmond, Virginia, United States Virginia Physicians for Women Full time

Job Type

Full-time

Position Overview

Virginia Physicians for Women is seeking a dedicated customer service specialist to act as the initial point of contact for incoming inquiries. This role involves identifying and addressing patient needs, providing information, and facilitating appointment scheduling services. Additionally, the specialist will conduct outbound calls for appointment rescheduling.

Key Responsibilities

Essential Duties:

  • Handles a significant volume of phone and email inquiries from patients, adapting to changes in the work schedule as required.
  • Offers a range of customer service functions to schedule, modify, and reschedule appointments.
  • Manages voicemail messages efficiently.

Knowledge, Skills, and Abilities:

  • Exhibits strong listening skills and the capacity to ask insightful questions, comprehend concerns, and address objections effectively.
  • Maintains a professional demeanor while communicating information to patients and building rapport.
  • Evaluates inquiries with sound judgment and communication to ensure the most suitable response.
  • Demonstrates the ability to resolve patient issues, treating individuals with dignity and respect while responding promptly to their needs.
  • Possesses a thorough understanding of current physician preferences.
  • Keeps accurate practice data for reference in patient communications.
  • Displays proficiency in medical terminology and relevant software applications.
  • Capable of cross-booking and scheduling multiple appointments across various service lines.

Qualifications:

  • Prior experience in customer service or a call center environment is essential.
  • Experience in a medical office setting is preferred.
  • Bilingual skills are advantageous but not mandatory.
  • A high school diploma or equivalent is required.