Location: Florence,SC, USA
Job Title: Customer Service Specialist - Call Center
Work Schedule: Schedule to be determined by supervisor based on needs of the department, position, and program requirements. Normal business hours are 8:00 am to 5:00 pm; Monday - Friday. Other hours and / or days as needed for program activities.
Overview of the Position:
Customer Service Specialist will be responsible for inbound phone calls that consist of both prospective and existing customers. Provides direct customer service care to clients in busy, fast paced clinic setting with multiple providers and non-clinical staff.
Education and Experience:
High school diploma (or GED) or equivalent required
* Possess the ability to work with patients, clinical, non-clinical staff and providers from a variety of backgrounds and lifestyles while maintaining a non-judgmental attitude.
* Must be a team player
* Must have the ability to multi-task.
* Possess excellent customer service skills and be well organized.
* Ability to work in a high-pressure environment.
* Previous office /call center/ customer service experience is preferred.
* Must possess the ability to multitask in a fast paced office setting, valid driver's license and be able to be flexible with his/her work schedule.
Required Skills / Abilities:
* Maintain current/ general medical knowledge.
* Prior to performing job related activities in this position one must understand company and program policies and procedures as well as be aware of HopeHealth's mission, vision and values.
* Ability to communicate effectively utilizing both oral and written means.
* Must possess a current driver's license and reliable transportation
* Ability to be flexible with his/her work schedule
* Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently
* Knowledge of policies, standards, regulations, and protocols.
* Proficient with Microsoft Office Suite specifically Excel, Word, Access and Power Point.
* Knowledge of data bases i.e. EMR (Electronic Medical Record) system. Experience with eCW (eClinical Works) preferred.
Essential Job Functions:
These functions will be performed in the HopeHealth Call Center and will be the responsibility of the incumbent working with the provider, clinical staff and non-clinical staff to ensure excellence in service for the patient.
* Greeting customers in a courteous, friendly, and professional manner using procedures learned during new-hire training.
* Listen attentively to customer needs and concerns; demonstrate empathy.
* Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
* Work with current software to schedule patient appointments as requested.
* Follow Provider templates as outlined by Call Center Supervisor
* All patient demographic information must be included with each appointment; Patient appointments should be verified by using two identifiers to include name and date of birth.
* When scheduling New Patients, the new patient appointment script should be followed. Urgent needs should be scheduled or notify site director for assistance.
* Participation in training opportunities to enhance knowledge such as conferences and continuing education/in-service events.
* Other duties as assigned.
Physical Requirements:
Hearing: Adequate to perform job duties in person and over the telephone. Speaking: Must be able to communicate clearly to patients in person and over the telephone.
Vision: Visual acuity adequately to perform job duties, including reading information from printed sources and computer screens. Other: Requires occasional lifting and carrying items weighing up to 10 pounds unassisted in normal daily activities and up to 30 lbs. for other required work activities. Additionally, requires frequent bending, reaching, and repetitive hand movements (especially if keyboarding and writing), standing, walking, squatting, and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular work shift.