Customer Support Representative

Friend Family Health Center • Chicago, IL

7d • Onsite

About The Position

The Customer Support Representative (CSR) is responsible for answering incoming calls from patients and assisting with appointment scheduling at Friend Health- HRDI. This role requires professionalism, attention to detail, and a strong commitment to delivering high-quality service to patients in a fast-paced healthcare setting.

Requirements

• High School Diploma or equivalent required
• Completion of medical terminology class preferred.
• Bilingual in Spanish preferred
• 1–3 years of customer support experience in a high-volume setting, ideally within healthcare.
• Proficient in handling computer systems and typing at least 35 WPM.
• Strong communication and interpersonal skills.
• Effective problem-solving and time management.

Nice To Haves

• Associate’s degree or some college coursework preferred.

Responsibilities

• Answer incoming calls and schedule clinic appointments for new, return, and referred patients.
• Enter and retrieve data quickly and accurately in automated scheduling systems.
• Maintain detailed and accurate call logs and reports.
• Demonstrate effective telephone techniques and excellent interpersonal skills.
• Manage call durations and prioritize tasks independently.
• Handle conflicts and sensitive situations with tact and professionalism.
• Participate in team meetings and training sessions as needed.
• Apply AIDET and LEAST models for superior customer service delivery.
• Screen callers appropriately and escalate emergency situations as necessary.
• Adjust work schedules as needed based on call volume.

Benefits

• Medical, Dental, and Vision Coverage
• Paid Time Off (PTO) & Holidays
• 403b Retirement Plan
• Professional Development Opportunities
• Employee Assistance Program (EAP)

What This Job Offers

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