Lead Customer Service Representative

Job Summary

The Lead Customer Service Representative will serve as the initial point of contact with UTA Health Services. Provide excellent customer service while performing a variety of administrative tasks related to patient appointments, answering and routing phone calls, responding to general inquiries, and general front desk tasks. Maintain patient confidentiality in compliance with federal and state regulations and institutional policies.

• High school diploma/ GED.
• One (1) year of experience providing clerical and/or administrative support or an equivalent mix of education and relevant experience in similar role.
• Experience using Microsoft Office (Word, Excel, Outlook, PowerPoint), Adobe PDF, and general office equipment.
• Experience handling confidential and sensitive information with discretion.
• Follow established policies, procedures, and emergency protocols.

• Three (3) years of experience providing clerical and/or administrative support.
• Familiarity with electronic medical record (EMR) systems.

• Greet students, staff, and visitors in a professional, respectful, and welcoming manner. Check patients in for appointments. Verify eligibility and collect required documentation. Schedule, reschedule, and cancel appointments following established protocols using the electronic medical record (EMR) system.
• Answer incoming phone calls, route calls to appropriate staff. Respond to general inquiries by phone and in-person.
• Assist patients with completion of medical record forms and release of medical record documentation.
• Assist with front desk coverage in opening and closing the front desk. Assist with clinic communications, signage, and front desk organization.
• Perform other duties as assigned.