Customer Service Representative

6 hours ago

Hollywood, Florida, United States VITAS Healthcare Full time
About the Role

The VITAS Healthcare Customer Service Representative is a vital member of our team, responsible for providing exceptional customer service to patients, families, and referral sources. This role requires a strong ability to listen actively, address concerns, and provide accurate and efficient responses.

Key Responsibilities
  • Active Listening: Engage with callers to understand their needs, concerns, or inquiries related to VITAS hospice services.
  • Accurate Response: Respond promptly and accurately to callers' inquiries, ensuring they feel supported and valued.
  • Record Keeping: Maintain records of caller interactions, comments, and inquiries.
  • Technical Skills: Utilize software, databases, call scripts, and tools appropriately.
  • Performance Metrics: Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
  • Training and Development: Participate in training and other learning opportunities to expand knowledge of company and position.
  • Team Collaboration: Build lasting relationships with other call center team members based on trust and reliability.
  • Escalation: Immediately escalate any and all concerns to the appropriate Care Connection Center management team member.
Requirements
  • Experience: 1-2 years' experience in a professional office and/or call center environment.
  • Medical Terminology: Familiarity with medical terminology preferred.
  • Technical Skills: Proficiency with computers, especially with Electronic Medical Record (EMR) systems, and strong typing skills (minimum 45 wpm).
  • Customer Service: Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
  • Attention to Detail: Must be detail-oriented and highly organized with the ability to work on various assignments simultaneously.
  • Availability: Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.
Education
  • High School Diploma: Completion of high school or basic education equivalency required.
  • Bilingual: Bilingual in Spanish/English a plus.
  • Medical or Business Education: Medical or business office education/training desired.

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