Join our dynamic team as a Customer Support Center Representative under the supervision of the Customer Support Center Supervisor.
In this role, you will perform all functions necessary to ensure efficient and professional handling of calls, promoting overall customer satisfaction.
As a key liaison between callers and the health Center, you'll direct calls to the appropriate departments and contribute to onboarding, training, quality assurance, and increased employee engagement.
Job Responsibilities :
- Create a positive and supportive work environment for Customer Support Representatives.
- Assist in maintaining phone statistics to keep the abandoned rate below 10% for both operations and nursing.
- Update your own knowledge and skills, incorporating new learning into day-to-day practice.
- Routinely audit OneNote and alert Supervisor / Manager of any updates needed.
- Assist Customer Support Center Team Leads with the orientation and training of new staff members.
- Promptly answer all incoming calls in a polite and professional manner, prioritizing confidentiality and customer service.
- Screen calls to determine if the CSR can assist patients, take messages, or transfer calls to specific departments for resolution.
- Verify and update patients' demographics and insurance coverage before scheduling appointments. Refer patients with insurance issues to New Patient Intake Coordinators for assistance.
- Collect email addresses from all patients and register them in the patient portal.
- Check patients' appointment history to ensure scheduled appointments are still needed.
- Create new patient accounts if the patient's insurance is in network and schedule appropriate appointments.
Hours 9-6pm
MUST BE BLINGIUAL IN SPANISH / ENGLISH
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