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CUSTOMER EXPERIENCE AGENT

This position will provide exceptional customer service while being responsible for answering all incoming calls, greeting each person warmly and professionally, establishing the reason for calling, and resolving issues by contacting the appropriate person to help the patient and/or customer.

Qualifications

  • High school diploma or equivalent
  • Previous Customer Service experience preferred
  • Previous medical front office reception or related experience preferred
  • Experience with Excel and Word preferred

General Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the general knowledge, skill and / or ability required:

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Ability to add and subtract two-digit numbers and to multiply and divide with 10s and 100s.
  • Ability to perform these operations using units of American money and weight measurement, volume and distance.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
  • Ability to deal with problems involving several concrete variables in standardized situations.

Equipment, Tools and Materials

  • Calculator
  • Fax, scanner, and copy machine
  • General office materials/supplies
  • Information Systems
  • Telephone system

Security and Access

Will have access to confidential information and abides by the organization’s privacy policies and regulations concerning this information.

Essential Job Duties & Responsibilities

  1. Answer all calls timely and professionally greeting each person warmly and asking how you can help to ensure that each caller is directed to the appropriate area.
  • Answers and routes incoming calls on a complex digital telephone system.
  • Manage inbound calls to ensure effective and timely resolution of issues.
  • Ensure compliance with set standards of customer service when conversing with callers.
  • Interview each caller to obtain applicable information useful in providing effective solutions, assisting callers in identifying needs and then routing calls appropriately.
  • Performs database retrieval for directory information.
  • Provides information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc.
  • Relay messages by verbal delivery or by recording the message and delivering it.
  • Operate intercom, or public address system when appropriate.
  • Refer caller to emergency numbers if necessary.
  • File messages.
  • Answer caller questions when appropriate.
  1. Performs other duties as assigned.
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Department: Business Office
Reports To: Revenue Cycle Director
FLSA Status: Non-Exempt
Base Wage: $12.00/hour (additional salary commensurate with education and experience)
Benefits: Health, Dental, Vision, Life, and Retirement offered with Employer Contribution. Additional Voluntary Benefits offered.