Customer Service Representative/Operator - Chandler

Ironwood Cancer and Research Centers•Mesa, AZ

12d•Onsite

About The Position

Ironwood Cancer & Research Centers is seeking a motivated, professional, and friendly Customer Service Representative/Operator to handle incoming calls and messages and direct them appropriately. The role is responsible for triaging calls and entering tasks in the EMR system, ensuring STAT calls reach clinical staff, and communicating patient and facility needs to the appropriate clinical staff. Other duties include identifying critical situations, handling hospital and facility requests, and routing orders. This is a fast-paced role that requires following policies and procedures and maintaining a clear understanding of the phone system. This is a full-time, in-office day-shift position in Chandler (Alma School/Warner), with a Monday–Friday schedule. The position requires sitting for up to eight hours per day and lifting 10–25 pounds. The employer offers a competitive salary and a comprehensive benefits package.

Requirements

Excellent customer service skills.
Excellent verbal and written communication skills.
Helpful, positive attitude that contributes to teamwork.
Ability to type and work on a computer.
Ability to handle multiple calls and work in a fast-paced environment.
Ability to sit for up to eight hours per day.
Ability to lift 10–25 pounds.
Ability to communicate ideas orally to clients or the public.

Nice To Haves

Knowledge of medical terminology.
Proficiency in Microsoft Office, Word, Excel, and the Internet.
Knowledge of insurance company procedures and policies.
Knowledge of HIPAA rules and regulations.
One to two years of medical phone experience.
Medical field experience.

Responsibilities

Triage incoming calls and task them to the correct location or department within the EMR system.
Handle STAT calls appropriately by connecting callers with clinical staff.
Communicate patient and facility needs to clinical staff within ICRC.
Identify critical situations, handle hospital and facility requests, and route orders.
Communicate effectively and listen carefully.
Deescalate and handle difficult calls.
Answer multiple calls courteously and in a timely manner.
Route calls to the appropriate person or location.
Meet call quota and call-handling expectations.
Type and work on a computer.
Remain at the post unless there is an emergency.
Work in a fast-paced environment and adapt to changes in policies and procedures.
Perform other duties requested by a supervisor, administrator, or physician.