Customer Service Specialist

Customer Service Specialist - Guest Experience

Join to apply for the Customer Service Specialist-Guest Experience role at Hope Health, Inc.

Overview of Position:

Customer Service Specialist will be responsible for inbound phone calls that consist of both prospective and existing customers. Provides direct customer service care to clients in a busy, fast‑paced clinic setting with multiple providers and non‑clinical staff.

Qualifications:

• High School Diploma or Equivalent.
• Previous office /call center/ customer service experience.
• Must possess the ability to multitask in a fast‑paced office setting, have a valid driver’s license, and be able to be flexible with their work schedule.

Knowledge/

Skills:

• Maintain current general medical knowledge.
• Understand company and program policies and procedures as well as be aware of Hope Health’s mission, vision, and values.
• Should have knowledge of basic software applications such as Microsoft Office.
• Ability to communicate effectively utilizing both oral and written means.

Essential Job Functions:

• Greeting customers in a courteous, friendly, and professional manner using procedures learned during new‑hire training.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Work with current EPM software scheduling patient appointments as requested.
• Follow provider templates as outlined.
• All patient demographic information must be included with each appointment; patient appointments should be verified by using 2 identifiers to include name and date of birth.
• When scheduling new patients, the new patient appointment script should be followed. Urgent needs should be scheduled or notify site director for assistance.
• Participation in training opportunities to enhance knowledge such as conferences and continuing education/in‑service events.
• Other duties as assigned.

Physical Requirements:

• Must have direct client contact in order to provide program activities.
• Must be able to lift 50+ pounds.
• Use of computer for long periods of time.
• Must be able to sit, squat, lift, and stand as needed.
• Must possess a current driver’s license and have dependable, reliable transportation.
• May be required to work in other sites as needed.