Customer Service Representative (CSR) – Call Center OFFICE POSITION (non-remote)

Job Description:

Customer Service Representatives (CSRs) serve as liaison between the company and our current or potential customers. CSRs must communicate medical and scheduling information quickly and effectively to our customers, as well as successfully resolving customer issues and inquiries. The successful CSR will have a positive attitude, ability to telephonically demonstrate empathy and professionalism, as well as exceptional listening and problem-solving skills. CSRs report to the Health Screening Call Center Supervisor.

Primary Responsibilities:

• Facilitates appointment scheduling of in-home screening exams via outbound calls, based on regional focus and type of screening exam to be performed
• Efficiently process inbound calls and/or voicemails from health plan members and other parties in accordance with call center procedure
• Fully and accurately document the status of all outbound/inbound calls in accordance with call center procedure
• Drives resolution of customer questions/issues and ensures proper documentation of calls and resolution actions
• Show courtesy and respect in all situations, ensuring a positive customer experience
• Collaborate with other CSRs and Field Technicians to ensure customer needs are met
• Ability to follow approved communication “tracks” when addressing different topics
• Demonstrate adherence to all VuePoint Diagnostics policies and procedures
• Other duties as assigned by leadership

Qualifications and Skills:

• Minimum 2+ years’ experience in a customer service role required
• Minimum 1+ years’ experience in a call center environment preferred
• High school diploma or equivalent required
• Strong understanding of phone-based customer service work environments
• Experience in healthcare or healthcare related setting, or familiarity with medical terminology preferred
• Exceptional customer service skills including effective oral and written communication skills
• Ability to think critically to resolve scheduling challenges or customer concerns
• Must be able to type 40 wpm
• Bilingual candidates will receive preferential consideration
• Ability to ensure confidentiality of all patients and other relevant information under HIPAA Guidelines
• Must be able to perform all essential job functions with or without reasonable accommodations

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office suite of products including Outlook, Word, Excel, and Teams. Ability to adapt to rapidly evolving software.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The employee is required to sit for long periods of time. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.