Customer Support Associate

Unity Hospice • De Pere, WI

5d • Onsite

About The Position

Unity Hospice is seeking a Customer Support Associate to serve as the first point of contact for patients, families, staff, and external providers. Reporting to the Administrative Support Supervisor, the associate provides compassionate, exceptional customer service in a fast-paced environment and helps keep the patient and family experience at the forefront. This is a full-time, in-office position at Unity’s Administrative Building in De Pere, Wisconsin, with a Monday–Friday schedule from 8:30 a.m. to 5:00 p.m.

The role involves handling telephone communications, directing calls and relaying messages, collaborating with colleagues across the organization, and supporting process improvements and small projects. The associate is expected to work effectively both independently and as part of a team, maintain relevant professional and technical knowledge, and comply with HIPAA requirements and Unity’s rules and guidelines.

Requirements

• High school diploma, GED, or equivalent work experience.
• Minimum typing speed of 45 words per minute.
• Computer proficiency, including Microsoft Word, Excel, and Outlook.
• Ability to communicate effectively verbally and in writing.
• Ability to adjust to frequently changing demands.
• Ability to communicate effectively with people of diverse backgrounds and ages.
• Strong organizational skills and attention to detail.
• Advanced technical and computer skills, including the ability to use at least two or three different programs simultaneously.
• Strong work ethic and a professional, positive attitude.
• Ability to prioritize workload and thrive in a fast-paced environment.
• Effective organization and time-management skills.

Nice To Haves

• Associate degree.
• At least two years of experience in a health care setting.
• Proficiency in Microsoft Word, Excel, and Outlook.

Responsibilities

• Answer and direct incoming telephone calls, including calls that may be sensitive in nature.
• Interact by telephone with patients, family members, Unity staff, and external providers.
• Receive and relay messages for patients and staff.
• Treat Unity staff, patients, and patients’ families with respect during every interaction.
• Identify opportunities for process improvement and take initiative on procedure updates with little or no guidance.
• Lead small projects as assigned.
• Collaborate with team members and colleagues across the organization on assignments for other departments.
• Work effectively as a team member and independently with little to no supervision.
• Maintain and enhance professional and technical knowledge relevant to the Customer Support Associate role.
• Comply with HIPAA rules and regulations and Unity’s rules, regulations, and guidelines.
• Perform other duties and projects as assigned.

Benefits

• Medical, dental, and vision insurance.
• Health Savings Accounts and flexible spending options for medical and dependent care.
• On-site health risk assessments and flu shots.
• Paid time off.
• Extended illness and injury bank.
• Bereavement leave.
• Employee Assistance Program.
• Fitness membership reimbursement.
• 403(b) retirement savings plan.
• Group life insurance and voluntary life insurance.
• Accident, critical illness, and disability insurance options.
• Competitive pay.
• Overtime opportunities for hourly roles.
• Mileage reimbursement.
• Internal and external learning opportunities.
• Education assistance.
• Leadership development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED