Senior Customer Service Representative

Job Description

Provides direction and guidance to, representatives that handle customer service inquiries (appointment scheduling, messaging to physicians, patient navigation, etc.). Develops and maintains relationships with regional healthcare providers and practice staff to support the Health System’s enterprise-wide centralized call center to ensure patient satisfaction and support the health system goals.

Job Responsibility

1.Collaborates with team leaders to assist with the management of daily activities over a group of representatives that handle the health system’s centralized call center.
2.Provides direction and guidance to team members.
3.Assists with onboarding and training new team members.
4.Develops and maintains relationships with regional healthcare providers and practice staff to establish support services that are realistic, appropriate, and accessible.
5.Monitors provider database and ensures department staff are aware of current available resources.
6.Oversees potential shifts in service care needs or health care trends impacting future resource management.
7.Ensures efficient screening, evaluation, and triage of incoming calls.
8.Promotes a positive and productive environment, supporting teamwork and communication.
9.Handles escalated and unresolved calls from less experienced representatives and provides subject matter expertise on new or unprecedented assignments.
10.Assists in scheduling and coordinating team activities.
11.Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

•Associate's Degree required, or equivalent combination of education and
related experience.
•3-5 years of customer service experience, required.

*Additional Salary Detail 
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).