Customer Service Representative

Spear Physical and Occupational Therapy•New York, NY

4d•Remote

About The Position

SPEAR is seeking a passionate and reliable Customer Service Representative to support clinic scheduling and help patients access care. The representative serves as a liaison between patients and therapists, handles incoming calls and online requests, and helps reduce the workload of the Front Desk Care Coordinator team. The role requires professional, empathetic service to patients, employees, physicians, and referral sources, while upholding SPEAR’s values of Service, Passion, Empathy, Accountability, Respect, Impact, and Teamwork. The position is remote after three weeks of in-person training in New York City; the posting also describes two weeks of in-person training in Manhattan. Candidates must live in the tri-state area (New York, New Jersey, or Connecticut) and be able to commute to NYC for training. The workweek is Monday through Friday, with all five rotating shifts required: 7 a.m.–4 p.m., 8 a.m.–5 p.m., 9 a.m.–6 p.m., 10 a.m.–7 p.m., and 11 a.m.–8 p.m. A quiet, private home workspace near the internet router and home internet speed of at least 300 Mbps are required. Compensation is $18–$19 per hour.

Requirements

High school diploma or equivalent.
Excellent verbal and written communication skills.
Must live in the tri-state area: New York, New Jersey, or Connecticut.
Must be able to commute to New York City for initial in-person training.
Must be able to work Monday through Friday and all five rotating shifts: 7 a.m.–4 p.m., 8 a.m.–5 p.m., 9 a.m.–6 p.m., 10 a.m.–7 p.m., and 11 a.m.–8 p.m.
Must have home internet speed of 300 Mbps or better and a quiet, private home workspace located not too far from the internet router.
Manual dexterity to manipulate office equipment and make written notations.
Ability to use a computer keyboard and sit at a desk for 25–90% of each workday.
Hearing acuity to communicate by telephone and visual acuity to read printed information and a computer screen.
Must meet the stated HIPAA access conditions: eligibility for access to and use of PHI and EPHI in compliance with minimum-necessary standards, and having read SPEAR’s policy and procedure manual during the current calendar year.

Nice To Haves

Relevant customer service experience.
Experience with a multi-line phone system.

Responsibilities

Serve as a liaison between patients and therapists, focusing on customer service and access to care.
Facilitate patient visits and schedule appointments for therapists, including new-patient, follow-up, rescheduled, and canceled appointments.
Answer incoming calls professionally and compassionately, including at least 55 calls per day and a minimum of 20 New Patient Hotline calls per day; another section specifies a minimum of 15 New Patient Hotline calls per day.
Take complete, accurate, legible, and correctly routed messages, and respond to voice messages within 15 minutes.
Respond to incoming online appointment and contact requests within 30 minutes, maintain request trackers, and make at least 40 outbound calls per day.
Gather patient demographic information, create patient accounts, follow scheduling and template guidelines, update provider schedules with detailed cancellation notes, and send patients appropriate instructions when needed.
Follow up on emails within an hour and complete tasks assigned to the Customer Service Team in Raintree.
Provide five-star customer service to employees, clients, patients, physicians, and referral sources; promote the practice internally and externally.
Maintain confidentiality and communicate with courtesy, empathy, patience, sensitivity, and professionalism.
Support teamwork, effective communication, attendance and company guidelines, productivity, and operational improvements; adapt to changing needs and seek additional duties when work is complete.