Customer Service Specialist

Overview of Position: Customer Service Specialist will be responsible for inbound phone calls that consist of both prospective and existing customers. Provides direct customer service care to clients in busy, fast paced clinic setting with multiple providers and non-clinical staff.

Qualifications: High School Diploma or Equivalent. Previous office /call center/ customer service experience is preferred. Must possess the ability to multitask in a fast paced office setting, valid driver’s license and be able to be flexible with his/her work schedule.

Knowledge/Skills: Maintain current general medical knowledge. Understand company and program policies and procedures as well as be aware of HopeHealth’s mission, vision, and values. Should have knowledge of basic software applications such as Microsoft Office. Ability to communicate effectively utilizing both oral and written means.

Essential Job Functions:

• Greeting customers in a courteous, friendly, and professional manner using procedures learned during new-hire training.

• Listen attentively to customer needs and concerns; demonstrate empathy.

• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

• Work with current EPM software scheduling patient appointments as requested.

• Follow Provider templates as outlined.

• All patient demographic information must be included with each appointment; Patient appointments should be verified by using 2 identifiers to include name and date of birth.

• When scheduling New Patients, the new patient appointment script should be followed. Urgent needs should be scheduled or notify site director for assistance.

• Participation in training opportunities to enhance knowledge such as conferences and continuing education/in-service events.

• Other duties as assigned.

Physical Requirements: Must have direct client contact in order to provide program activities. Must be able to lift 50+ pounds. Use of computer for long periods of time. Must be able to sit, squat, lift, and stand as needed. Must possess a current driver’s license and have dependable, reliable transportation. Maybe required to work in other sites, as needed.