Customer Service Representative

2 months ago

Birmingham, Alabama, United States American Family Care Full time

Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at American Family Care. As a key member of our customer service team, you will be responsible for providing exceptional service to our patients and customers, answering their inquiries, and resolving their concerns in a timely and professional manner.

Key Responsibilities

  • Answer Patient Inquiries
    • Respond to patient calls and emails in a timely and professional manner
    • Provide accurate and helpful information to patients regarding their accounts, billing, and other inquiries
  • Resolve Patient Concerns
    • Listen to patient concerns and respond in a empathetic and professional manner
    • Research and resolve patient issues in a timely and efficient manner
  • Manage Call Center Database
    • Document all important information in our call center database
    • Update patient records and accounts as necessary
  • Triage Calls and Distribute to Appropriate Personnel
    • Assess patient calls and determine the best course of action
    • Distribute calls to the appropriate personnel for resolution
  • Recognize and Document Trends
    • Identify trends in patient calls and document them for future reference
    • Alert supervisors to any trends or issues that require attention
  • Analyze and Improve Processes
    • Identify areas for improvement in our customer service processes
    • Recommend and implement changes to improve efficiency and effectiveness

Requirements

  • Previous Call Center Experience
    • Previous experience in a call center environment is preferred
  • Excellent Communication and Problem-Solving Skills
    • Excellent communication and problem-solving skills are required to effectively interact with patients and resolve their concerns
  • Accuracy and Attention to Detail
    • Accuracy and attention to detail are essential in maintaining accurate patient records and resolving patient issues
  • High School Diploma or Equivalent
    • A high school diploma or equivalent is required

Work Environment

The ideal candidate will have a high school diploma or equivalent, previous call center experience, and excellent communication and problem-solving skills. They will be able to work in a fast-paced environment, prioritize tasks, and maintain accuracy and attention to detail. If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply.

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