What are the responsibilities and job description for the Customer Service Specialist position at American Family Care?
Summary
Answer all incoming calls and respond to current and prospective patients promptly and appropriately with regard to any billing questions, general inquiries, internal service request and complaints.
Essential Duties and Responsibilities
- Answer patient inquiries by identifying desired information; researching, locating, and providing information.
- Utilize available resources to identify appropriate solution to patients question, concern or problem
- Manage and resolve patient concerns or problems by identifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Maintain call center database by documenting all important information accordingly
- Triage all calls and distribute to the appropriate personnel
- Recognize, document and alert the supervisor of trends in patient calls
- Analyze appropriate processes and identify as well as recommended improvements when necessary
Other Duties and Responsibilities
- Other duties and responsibilities as assigned.
- Assist in handling overflow customer service calls by providing courteous and accurate resolution of customer questions and concerns.
Qualifications
Previous call center customer service experience preferred. Accuracy and detail oriented. Proficient with computer applications, good data entry skills, and phone skills. Excellent communication, listening and problem solving skills. Attention to detail, work well with a team and able to juggle multiple projects simultaneously. Project a professional company image through phone interaction.
Educational Requirements
- High School diploma
- 1-3 years related experience in call center customer service environment
Physical Demands/Work Environment (optional)
Office environment. Sitting and keyboarding for extended periods of time. Frequent telephone use. High attention to detail and ability to focus. Moderate noise level.
