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Customer Service Specialist

2 months ago

Bourbonnais, Illinois, United States Company Set (all job posting) Full time
Position Overview

The Customer Service Specialist plays a crucial role in the daily operations of the Call Center, ensuring optimal functionality and superior client support.

Key Responsibilities

  • Handles a significant volume of incoming and outgoing calls through the switchboard, providing information to callers and conveying messages efficiently.
  • Coordinates patient scheduling for consultations, independent medical examinations, and Workers Compensation appointments.
  • Directs calls to the appropriate personnel and addresses patient inquiries.
  • Alerts physicians and clinical staff in case of emergencies.
  • Offers support to patients and their families by responding to questions and concerns.
  • Possesses knowledge of each physician's specialty and scheduling preferences.
  • Manages call transfers to and from the answering service.
  • Keeps track of the non-assigned physician log.
  • Rearranges appointments based on physician close-out requests.
  • Retrieves messages from the group message mailbox and answering service, ensuring follow-up on calls until resolution.
  • Facilitates on-the-job training for new hires.
  • Alternates duties between the Call Center and Reception.
  • Adheres to the work schedule, arriving punctually and prepared.
  • Contributes to maintaining a clean and safe working environment.
  • Completes additional duties and tasks as assigned by the Manager.

Qualifications

  • High school diploma or equivalent.
  • A minimum of 3 years of experience in customer service is preferred.
  • Ability to thrive in a fast-paced setting.
  • Effective communication skills, both written and verbal.
  • Familiarity with company locations, physicians, and the functions of each facility.
  • Understanding of the telephone system and answering service operations.
  • Proficient in computer usage, with a solid grasp of PC operations and software.
  • A clear and pleasant speaking voice.
  • Exceptional customer service abilities.