Customer Support Representative

Customer Support Representative

Job Description

  • Position Summary

Customer Support Representative will be responsible for answering incoming calls from patients and scheduling appointments as needed with Friend Family Health Center’s Providers. The position will work a 40-hour week, which includes varying hours, including weekends and holidays when necessary.

This position is part of the local 763 Teamster Union

  • Experience & Training

· 1-3 years working in a high-volume customer support center, preferably in a health care setting.

· Ability to determine priorities and work independently.

· Experience with Centricity preferred.

· High degree of initiative and problem-solving ability.

· Considerable skill in handling sensitive matters.

· Demonstrated ability to exercise judgment and assume responsibility.

· Effective telephone techniques.

· Excellent oral and written communication skills required.

Essential Job Duties & Responsibilities

  • Ability to type 35 wpm.
  • Utilizes a wide variety of computer systems including Centricity effectively.
  • Ability to enter and retrieve data accurately and quickly within an automated scheduling system, checks work, and resolves mistakes.
  • Manage length of calls based on established standards.
  • Strong interpersonal skills; ability to handle a wide variety of calls, including patience conflicts with tact, courtesy, and discretion.
  • Answering incoming customer phone calls and take appropriate action as needed.
  • Resolves patient appointment challenges by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Maintains call center database by accurately entering information.
  • Maintain patient satisfaction rating based on FFHC organization-wide expectations

Job Type: Full-time

Experience:

  • Call Center: 3 years (Required)

Work environment:

  • Call center

Communication method(s) used:

  • Phone

This job will require you to pass a background check:

  • Yes

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