PRIMARY FUNCTION

The Customer Service Representative acts as a liaison between customers and Pediatric Associates. The Customer Service Representative assists with complaints, account questions, billing, and other patient queries. Monitors and responds to online reviews.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

1. Acts as first point of contact for all customer service issues.
2. Addresses issues such as wait time on the phone or in-office, bedside manner of the staff including providers, referrals, telemedicine connectivity, and accessibility.
3. Verifies complaint information with customers.
4. Responds to online, telephone, and email customer service concerns.
5. Responds to, investigates, and resolves patient issues.
6. Resolves customer complaints via phone, email, or social media.

QUALIFICATIONS

EDUCATION: Minimum high school diploma/GED or equivalent required. Some college education preferred.

EXPERIENCE: Minimum 2 years of related customer service experience in a patient-facing healthcare office or hospital. Call center experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Able to handle a large volume of daily issues daily
• Excellent customer service skills
• Ability to understand and identify the customer's true needed
• Able to de-escalate issues
• Strong verbal and written communication skills
• Strong problem-solving and analytical abilities
• Ability to manage multiple priorities and work in a fast-paced environment
• Ability to work and communicate with all levels of management and physicians
• Professional etiquette during phone use and email correspondence
• Strong MS Office skills including MS Word, Excel, Outlook, Teams

TYPICAL WORKING CONDITIONS

• Non-patient facing
• May be full time remote/telework
• If remote, this job must be U.S. based
• Working in an office environment
• Involves frequent telephone interaction

OTHER PHYSICAL REQUIREMENTS

• Vision
• Sense of sound
• Sense of touch
• Manual dexterity to operate a keyboard

PERFORMANCE REQUIREMENTS

Monitors and responds to issues in a timely and professional manner.

Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.