Healthcare CSR

The Healthcare Customer Service Representative (HCSR) in combination with the Healthcare Team Lead, and our Partner Network is responsible for responding to customer needs and providing rapid subject resolution, data entry, supplementary efforts to account resolutions, formulating reports and invoices, administering new accounts, and directing service calls with SFNC Accredited Healthcare Customer Base. HCSR’s are expected to work closely with the Healthcare Team, Partner Network Service Administrative staff, and Service Operations to meet customer expectations.

JOB DUTIES: include the following.

• Provide prompt response to customers post inspection by reviewing any necessary repair, deficiency work found on Building Reports (ITM reporting platform) and explain results.
• Communicate internally deficiency notes in a timely manner.
• Seek any necessary help from the Partner Service Manager, Partner District Manager, Director of Healthcare Solutions, or other officers of SFNC to assist in targeted and high priority appointments and presentations.
• Collect and assemble new customer information in order to assist Service Administrators in completing the Customer Data Sheet as necessary.
• Represent SFNC at industry related meetings such as luncheons, lunch and learns, and trade shows when necessary.
• Remain abreast of potential networking and other market related information including possible changes and/or updates to local fire code requirements.
• Work directly with the Healthcare Team Lead and Partner Service Managers to assess customer relationships.
• Visit customers at job sites to discuss any ongoing work and be available for questions.
• Communicate with internal and external customers in a professional manner.
• Understand healthcare facilities’ accreditation organizations specific to fire and life safety and the applicable standards therein.
• Review all Healthcare Life Safety Inspection Reports for compliance.
• Work directly with internal healthcare team and Partner offices to address healthcare customers’ questions in a timely fashion.
• Follow up with current healthcare clients and communicate feedback with Service Managers and Healthcare Team Lead.
• Participate or lead healthcare kickoff meetings (via conference call if necessary).
• Participate or lead follow-up meetings with current healthcare customers.
• Confirm inspection schedules of healthcare customers. Follow up to make sure work is completed in a timely manner and to customers’ satisfaction.
• Other duties may be assigned.

QUALIFICATIONS:

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• HS Diploma or equivalent required.
• Bachelor’s or associate degree in communications, Business or similar, preferred.

Experience, Knowledge, Skill Requirements:

• 5 years of customer service industry experience preferred.
• Construction or facility services industry experience, scheduling experience, billing experience, and the ability to plan and organize, preferred.
• 3-5 years of fire protection service industry experience, preferred.
• Excellent computer skills, particularly word processing and spreadsheet programs (Excel).
• Experience working with Accredited Healthcare Facilities and a good understanding of accreditation requirements preferred.
• Experience with Salesforce preferred.
• Must be able to multi-task and prioritize.
• Must be able to adapt to a fast-paced environment.

Communication Skills:

• Must have ability to work under pressure managing multiple priorities, strong communication, and organizational skills.
• Must be comfortable leading presentations to large groups of customers, boards of directors, senior executives, and other healthcare industry partners.
• Must have the ability to read, write and communicate in English with employees and customers.
• Customer oriented person needed to represent SFNC with a strong service culture.
• Must be able to work with other departments as well as others on the team.

Other Qualifications:

• Valid driver’s license with acceptable driving record required.
• Must be able to comply with SFNC’s Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.
• Up to 10% travel.

PHYSICAL & WORK ENVIROMENT REQUIREMENTS:

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit and stand for long periods. Employee will occasionally be required to drive, bend, kneel, balance, lift <20lb, walk, stand, ascend/descend stairs, reach above and below shoulders, stoop, and twist.

Work Environment:

Employee will consistently be required to work indoors in an office or remote setting, work alone and with others. Employee will occasionally be required to wear appropriate personal protective equipment, as required by company safety policies.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer.
While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.