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 Union

· 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

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