Customer Service Representative- Occupational Health

AUSTIN SAFETY COUNCIL•Austin, TX

3d•Onsite

About The Position

The Customer Service Representative- Occupational Health is a cross-functional position responsible for delivering exceptional customer service while performing occupational health testing and administrative support. This role serves as the first point of contact for patients and clients, coordinates clinic operations, performs occupational health testing, maintains regulatory compliance, and ensures a positive customer experience from check-in through completion of services. The ideal candidate is detail-oriented, customer-focused, adaptable, and enjoys working in a fast-paced environment where no two days are the same.

Requirements

High school diploma or GED.
Excellent customer service and interpersonal skills.
Strong written and verbal communication skills.
Ability to multitask in a fast-paced environment.
Strong organizational and problem-solving skills.
Ability to work independently and collaboratively.
Professional appearance and demeanor.
Basic computer proficiency and ability to learn proprietary software.
Ability to maintain confidentiality.
Ability to obtain required occupational health certifications.
Ability to work in a time-sensitive environment with non-flexible deadlines
Ability to learn custom software applications through training provided by ASC
Ability to work under pressure and in constantly changing environments
Ability to practice discretion and maintain confidentiality
Ability to communicate and interact with all levels of organizations (internal and external)
Ability to meet highest attendance requirements
Ability to handle multiple tasks concurrently
Ability to work a minimum of 40 hours per week
Ability to speak, read and write English
Cross-train and assist other departments as necessary
Willingness to work at different locations if the company need arises
Flexibility to work beyond scheduled shift time when necessary to take care of patient needs

Nice To Haves

Experience in occupational health, healthcare, medical office, or customer service.
Experience performing DOT drug testing, audiometric testing, spirometry, or respirator fit testing.
Current certifications in: CAOHC, NIOSH Spirometry, DOT Urine Collection, Breath Alcohol Technician (BAT)
Bilingual (English/Spanish).

Responsibilities

Greet patients, clients, and visitors in a professional and welcoming manner.
Answer incoming phone calls and direct inquiries to the appropriate department.
Schedule appointments and coordinate daily patient flow.
Verify patient demographics, employer information, and required documentation.
Create and maintain customer accounts, protocols, and client profiles.
Process customer requests and account updates.
Communicate testing delays and coordinate with technicians to minimize patient wait times.
Resolve customer concerns promptly and professionally.
Cross-promote Austin Safety Council's occupational health and safety training services.
Assist with facility tours and walk-in visitors.
Maintain a clean, organized, and professional reception area.
Learn and effectively utilize OmniCouncil and other company software systems.
Maintain accurate electronic records and documentation.
Monitor clinic workflow and notify leadership when additional assistance is needed.
Assist in maintaining inventory of testing supplies and equipment.
Cross-train and assist other departments as needed.
Perform respirator fit testing in accordance with OSHA 29 CFR 1910.134.
Conduct pulmonary function testing (spirometry).
Perform audiometric testing.
Administer DOT and non-DOT urine drug collections.
Perform breath alcohol testing in accordance with DOT regulations.
Properly calibrate, inspect, maintain, and troubleshoot testing equipment.
Thoroughly disinfect testing equipment between each patient.
Complete all required documentation while maintaining strict chain-of-custody procedures.
Maintain patient confidentiality in accordance with company policies and applicable regulations.
Participate in mobile testing events and off-site clinics when assigned.
Respond to after-hours customer needs when required.
Support continuous improvement initiatives throughout the clinic.