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
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Ability to type 35 wpm.
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Utilizes a wide variety of computer systems including Centricity effectively.
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Ability to enter and retrieve data accurately and quickly within an automated scheduling system, checks work, and resolves mistakes.
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Manage length of calls based on established standards.
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Strong interpersonal skills; ability to handle a wide variety of calls, including patience conflicts with tact, courtesy, and discretion.
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Answering incoming customer phone calls and take appropriate action as needed.
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Resolves patient appointment challenges by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
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Maintains call center database by accurately entering information.
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Maintain patient satisfaction rating based on FFHC organization-wide expectations
Experience:
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Call Center: 3 years (Required)
Work environment:
Communication method(s) used:
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