OHS Customer Relations Representative

Description

Position Overview

The 30+ year company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Gulf Coast providing training, occupational medicine, and innovative solutions to industry. The Customer Relations Representative is primarily responsible for attending to customer and patient needs. This includes but is not limited to; scheduling appointments, maintaining records and accounts, answering phones, handling customer questions and requests in a timely and efficient manner.

Essential Job Responsibilities

• Answer all customer incoming calls
• Direct all incoming calls to the proper department and staff members.
• Resolve customer issues
• Cross-sell Occupational Health Services and Safety council services
• Answer questions from other employees and departments
• Support other departments when requested.
• Enter new accounts and protocols into OmniHealth and the EMR System.
• Handle customer questions and requests for new accounts/updates to protocols/client profiles
• Assist with special assignments.
• Optimizes patients' satisfaction, provider times, and treatment room utilization by scheduling and coordinating appointments in person or by telephone.
• Keeps the patient visit time on schedule by notifying the Technicians and/or Medical Assistants after the patient has been entered into Galen and is ready for services.
• Notify the Technician and/or Medical Assistant of service delays.
• Set up user names and passwords for the OmniHealth webpart and become knowledgeable about the use of the tool.
• Handle all customer technical problems and complaints
• Escalate problems, if necessary, to the Supervisor of Customer Services.
• Available to assist with tours that may walk into the Clinic.
• Protect patients' rights by maintaining the confidentiality of personal and financial information
• Maintain operations of the Clinic by following policies and procedures; reporting needed changes.
• Notify the Director of Health Operations immediately when the Clinic has received multiple visitors at one time.
• Notify the Director of Health Operations when additional assistance is needed to maintain a reasonable patient wait time.
• Learn and maintain the skills of the Galen Electronic Medical Records system.
• Learn and maintain the skills of the HASC OmniCouncil and any other system used.
• Contribute to team effort by accomplishing related results as needed.

Preferred Skills & Qualifications

• Customer service skills are necessary. Strong communication skills - written and oral.
• Must enjoy working with the public and have a strong initiative to work independently and as a team member.
• Must be able to work in a fast-paced environment and learn detailed procedures.
• Proven ability to work under pressure and make effective decisions.
• Cross-train and assist other departments as necessary and directed by the Director of Health Operations.
• Maintain professional appearance

Requirements

• Proven customer service skills
• Ability to learn custom software applications through training provided by HASC.
• Entry-level proficiency in Windows Microsoft Word and Excel.
• Proven organizational skills
• High school diploma or general education degree (GED)
• Willingness to work at different locations if the company need arises

Physical Demands

While performing the duties of this job, the employee is regularly required to read, talk or hear. The employee frequently is required to stand, walk, sit, use hands to handle training equipment and tools, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This job is typically in an office environment and will also require travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reporting Responsibilities

The OHS Customer Relations Representative reports directly to the Supervisor of OHS Customer Service. This position does not have direct reports.