Customer Service Agent

In this role, you will be responsible for delivering excellent support to patients and clients by managing incoming communications, directing inquiries to the appropriate departments, and ensuring a professional first impression for our clinic.

Your work will help strengthen patient relationships and uphold our reputation for outstanding medical support and care coordination.

Responsibilities:

• Answer and refer all incoming calls to the clinic promptly and professionally, ensuring patients are connected to the correct department or specialist.
• Respond to customer inquiries via phone, email, and other communication channels with a high level of courtesy.
• Listen actively to patient concerns, troubleshoot scheduling issues, and provide accurate information regarding clinic services.
• Guide patients through registration processes and answer questions about medical services clearly.
• Document all communications and patient interactions in the CRM or EHR system, keeping accurate, organized records for reference.

Qualifications:

• Proven experience in Customer Service is required; previous experience in medical support or healthcare environments is highly valued.
• Fully bilingual proficiency in English and Spanish (verbal and written) to effectively communicate with a diverse patient base.
• Strong listening, critical thinking, and problem-solving abilities to handle fast-paced clinical environments.
• Proficiency with Customer Relationship Management (CRM) systems or Electronic Health Records (EHR).
• Empathetic, patient, and solutions-focused approach to patient support.
• Strict respect for confidentiality (HIPAA) and high ethical standards in all interactions.