Customer Support Specialist

1 week ago


Miami, United States Care Resource Full time

Customer Support Specialist

Job Category: Grants & Development Requisition Number: CLIEN01216

Job Overview

The Customer Support Specialist is tasked with managing a high volume of telephone inquiries from patients and clients regarding the services available at the Health Center, which encompass Medical, Dental, Behavioral Health, and Case Management. This role adheres to established agency protocols and scripts to ensure that clients receive prompt and courteous service consistently, with a commitment to enhancing service delivery.

Key Responsibilities

Client Interaction

Responds to incoming calls in a timely and professional manner, in line with health center standards for outstanding customer service.

Exemplifies the organization's service culture by delivering efficient and compassionate assistance to all patients and clients.

Maintains comprehensive knowledge of all services and resources provided by the health center.

Ensures timely retrieval and response to all voice messages, typically within 24 hours.

Utilizes the patient portal to address inquiries and provide solutions promptly.

Resolves general inquiries and concerns from patients and clients by following established guidelines and utilizing available resources effectively.

Employs computer systems to document and track inquiries, ensuring follow-up on pending issues as necessary.

Records all interactions with customers, including details of complaints and actions taken.

Updates and maintains accurate demographic information in the agency's electronic health record system.

Coordinates patient appointments across various services, adhering to established scheduling protocols.

Facilitates the scheduling of interpreters for appointments requiring language assistance.

Confirms appointment details with callers, including date, time, location, provider, and insurance status.

Informs clients of necessary documentation required for their appointments.

Conducts follow-up calls to reschedule missed appointments and to assist with new appointment arrangements.

Directs calls to appropriate departments as needed and escalates issues according to established procedures.

Meets performance metrics, including Average Calls Answered and Average Handle Time.

Adheres to HIPAA regulations when interacting with patients and clients.

Verifies insurance eligibility and benefits for scheduled appointments as necessary.

Service Culture Principles

Compassion: Welcomes clients with courtesy and attentiveness, actively listening to their needs.

Competency: Follows established protocols to ensure that services are delivered effectively.

Commitment: Proactively engages with clients to anticipate their needs and follows up as required.

Safety: Complies with health and safety guidelines in all interactions.

Physical Requirements: This role involves frequent sitting, standing, and communication via phone and in person. Occasional lifting of up to 50 lbs may be required.

Additional Responsibilities: Participates in organizational development activities as needed and performs other duties as assigned.

Qualifications

Education: High School diploma or equivalent required.

Experience: A minimum of two years in customer service, call center, or scheduling roles, preferably in healthcare settings.



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