Customer Service Representative

SUMMARY: This position is responsible for handling large amount of incoming patient calls.

DUTIES AND RESPONSIBILITIES:

• Manages inbound and outbound customer calls in a timely manner.
• Identifies each patients’ needs and wants, give your best to clarify information.
• Researches every issue and provide solutions to them.
• Recognizes opportunities to upsell our products and services.
• Follows our company's communication “scripts”.
• Builds strong relationships with patients.
• Scheduling appointments for patients, both established and new.
• Review’s patient data that has been entered into our system.
• Meets qualitative and quantitative new patient targets.
• Directing calls to the appropriate department based on the patients’ needs.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High school diploma or one to three months related experience or training, or equivalent combination of education and experience.
• Computer skills required: Internet Software Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint)
• Other skills required:
  • Previous experience in a customer service support role.
  • Track your own work daily and compare to benchmarks.
  • Strong phone and verbal communication skills.
  • Excellent listener.
  • Adaptable to different personality types.
  • Customer focus.
  • Ability to multi-task.
  • Set priorities.
  • Excellent time management skills.
  • Data entry.
  • Acute attention to detail.
  • Bilingual is a plus.

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.