Customer Service Coordinator

Full job description

Customer Service Coordinator

Location: Hollywood, FL

Full-Time

Summary: As a Bi-Lingual (English/Spanish) Customer Service Coordinator, will be responsible for providing and contributing to the company’s mission, vision, and values by successfully managing large amounts of inbound and outbound calls. This will include following communication scripts, handling different topics, and acting as a liaison between our company and its customers.

Duties/Responsibilities:

• Answer the telephone promptly and in a polite and professional manner to learn about client needs.
• Schedule patient appointments, as needed, correctly – review appointment date, time, location, and provider name with caller.
• Enter or update caller’s information in the patient tracking database.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Use sound judgement in handling calls, especially with upset patients.
• Understanding of when to escalate calls to the Call Center Manager.
• Direct calls to other departments as needed.
• Inform caller of items to bring to appointment (including insurance card, medications, and office visit fee.
• Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
• Remind caller of cancellation/no-show policy.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that they are treated with respect.
• All other duties assigned.

KPIs:

• Complete a minimum of 80 calls or more between incoming and outgoing.
• Must be available to receive calls 75% of the time during your shift (occupancy).
• Must read emails to maintain updated on product or company policy changes.
• Maintain an average handle time under 5 minutes.
• Use company policies to determine if there can be an immediate resolution to a customer issue before escalating
• Input data into the company computer platform to keep each customers record updated.

Qualifications:

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Ability to handle a “call center” environment: work quickly and multi-task.
• Ability to exercise good judgment, to handle calls appropriately and demonstrate good customer service.
• Previous experience in a customer support role.
• Strong phone and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.

Education and Experience:

• High School Diploma or equivalent.
• Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.
• Proficiency with computers and strong typing skills.
• Ability to ask questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• One year of experience in customer service; working knowledge of medical terminology.
• Bilingual in Spanish.
• Intermediate proficiency in Microsoft Office Suite.
• Medical Front Desk experience.
• Previous experience in a customer support role.

Job Type: Full-time

Pay: $17.50 – $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8-hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Experience:

• Medical receptionist: 3 years (Required)
• EHR systems: 3 years (Required)
• Healthcare customer service: 3 years (Required)

Work Location: In person