Customer Service Specialist
2 weeks ago
At FHCHC, we are a progressive and vibrant community health center dedicated to providing comprehensive care for diverse populations, facilitating nearly 140,000 patient interactions across 19 locations. Guided by a Board of Directors primarily composed of our patients, we take pride in delivering a broad spectrum of primary and specialized healthcare services, alongside evidence-based programs that empower our patients to make informed health choices. Our mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally sensitive.
For over five decades, we have been a cornerstone of healthcare in our community, committed to offering excellent and affordable primary care to all individuals, irrespective of their insurance status or financial capacity. Fair Haven boasts a diverse and driven team of professionals who are continuously exploring innovative ways to improve the health and wellness of our patients. We firmly believe in universal access to high-quality medical and dental services.
Position Overview
The Customer Service Specialist plays a crucial role in liaising with patients and healthcare professionals, employing outstanding customer service abilities and precise data entry skills while effectively managing a high volume of incoming calls in a call center setting. Responsibilities include scheduling patient appointments and handling medical records tasks.
Key Responsibilities
The Customer Service Specialist will proficiently triage calls and accurately schedule both new and returning patients with the appropriate healthcare provider. Typical responsibilities encompass:
- Utilizing triage referral guidelines and scripted responses to assist patients contacting the call center.
- Managing a multi-line phone system, screening and directing calls to the relevant personnel efficiently while using the appropriate paging system.
- Accurately collecting, verifying, and entering demographic and insurance details for all patients.
- Performing additional related duties as assigned.
A High School diploma or GED is mandatory, with an Associate's degree being highly preferred. A minimum of one to two years of relevant experience in a high-volume medical call center is strongly preferred. The Customer Service Specialist serves as the initial point of contact for our organization; thus, a compassionate, highly motivated, and organized individual is essential. Experience with electronic appointment scheduling and data entry is required. Exceptional phone etiquette, along with strong communication, interpersonal, and customer service skills, is crucial. The ability to think critically and solve problems while collaborating as part of a team to serve patients is a must. Bilingual proficiency in English and Spanish is required.
Work Environment and Physical Requirements
- Variable 8-hour shifts between 7 AM and 8 PM, including weekends as necessary.
- Minimal physical effort is required.
- Continuous operation of a computer and telephone is necessary.
- Travel within the district may be required.
None
OSHA Status
Category III - Low Risk Position
Typically operates in an office environment with no exposure to bloodborne pathogens.
Physical and Mental Demands
Physical demands include walking, bending, sitting, standing, writing, reading, telephone use, and data input into a computer. Mental demands involve the ability to manage continuously changing priorities under potentially stressful conditions. Manual dexterity is required for keyboard and telephone use.
Americans with Disabilities Act Compliance:
All applicants and current employees who become disabled must be able to perform the essential job functions (as outlined in each job-specific responsibility) either independently or with reasonable accommodation, as determined by the organization on a case-by-case basis.
Fair Haven Community Health Care is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other legally protected basis. All employment decisions are made based on qualifications, merit, and business needs.
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