Pathways’ Customer Service Manager plays a key role in the company’s mission by overseeing two of the company’s key processes-communication (telephone and fax) and patient scheduling. The Customer Service Manager and Representatives, using an information system called Freshdesk, ensure the efficient flow of information from patients and referral sources. They answer all telephone calls and as necessary triage them to the appropriate party and follow up if the calls are not responded to in a timely manner. Further, they review all incoming faxes and ensure they are placed in the proper workflow so that the appropriate team members can respond. Our Patient Experience Team is vital to ensuring patient satisfaction by answering calls empathically and promptly and ensuring that patients and their family members receive the needed assistance. In addition, the Customer Service Manager oversees the Scheduler who is responsible for ensuring that patients receive their necessary visits.