Customer Support Representative

Position Summary

Customer Support Representative will be responsible for answering incoming calls from patients and scheduling appointments as needed with Friend Family Health Center’s Providers. The position will work a 40-hour week, which includes varying hours, including weekends and holidays when necessary.

This position is part of the local 763 Teamster UnionExperience & Training

· 1-3 years working in a high-volume customer support center, preferably in a health care setting.

· Ability to determine priorities and work independently.

· Experience with Centricity preferred.

· High degree of initiative and problem-solving ability.

· Considerable skill in handling sensitive matters.

· Demonstrated ability to exercise judgment and assume responsibility.

· Effective telephone techniques.

· Excellent oral and written communication skills required.

Essential Job Duties & Responsibilities

Ability to type 35 wpm.

Utilizes a wide variety of computer systems including Centricity effectively.

Ability to enter and retrieve data accurately and quickly within an automated scheduling system, checks work, and resolves mistakes.

Manage length of calls based on established standards.

Strong interpersonal skills; ability to handle a wide variety of calls, including patience conflicts with tact, courtesy, and discretion.

Answering incoming customer phone calls and take appropriate action as needed.

Resolves patient appointment challenges by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Maintains call center database by accurately entering information.

Maintain patient satisfaction rating based on FFHC organization-wide expectations

Experience:

Call Center: 3 years (Required)

Work environment:

Call center

Communication method(s) used:

Phone

Powered by JazzHR