Customer Service Specialist
About The Position
The Customer Service Specialist handles inbound calls from prospective and existing customers and provides direct customer service to clients in a busy, fast-paced clinic with multiple providers and non-clinical staff. The role involves scheduling patient appointments using the current EPM software, following provider templates and required appointment procedures, and coordinating with program staff to address customer requests. The specialist must maintain current general medical knowledge, understand company and program policies and procedures, and be aware of HopeHealth’s mission, vision, and values. The position includes participation in training opportunities such as conferences and continuing education or in-service events, as well as other duties as assigned.
Requirements
- High school diploma or equivalent.
- Ability to multitask in a fast-paced office setting.
- Valid driver’s license and dependable, reliable transportation.
- Ability to be flexible with the work schedule.
- Maintain current general medical knowledge.
- Understand company and program policies and procedures and be aware of HopeHealth’s mission, vision, and values.
- Knowledge of basic software applications such as Microsoft Office.
- Ability to communicate effectively orally and in writing.
- Ability to provide program activities through direct client contact.
- Ability to lift more than 50 pounds and to sit, squat, lift, and stand as needed.
- Ability to use a computer for long periods of time.
- May be required to work at other sites as needed.
Nice To Haves
- Previous office, call center, or customer service experience is preferred.
Responsibilities
- Greet customers courteously, warmly, and professionally using procedures learned during new-hire training.
- Listen attentively to customer needs and concerns and demonstrate empathy.
- Communicate effectively with individuals and teams in the program to help ensure customer requests are handled in a high-quality and timely manner.
- Schedule patient appointments as requested using the current EPM software.
- Follow provider templates as outlined.
- Include all patient demographic information with each appointment and verify appointments using two identifiers: the patient’s name and date of birth.
- Follow the new-patient appointment script when scheduling new patients.
- Schedule urgent needs or notify the site director for assistance.
- Participate in training opportunities, including conferences and continuing education or in-service events.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
