Customer Service Representative

Job Position: Customer Service Representative

Location: Pontiac, MI 48340

Pay Rate: $20.00/hr

Shift:

Description: Call Center Assistant: Monday – Friday 8:30 am – 5:00 pm. 1/2 hour UNPAID lunch. Park at back parking lot towards the fence line. Dress Code: Business casual, no jeans or logos.
Call Center Assistant plays a key role in supporting patient care by answering calls, scheduling appointments, addressing patient questions, and routing calls appropriately. They must maintain strong internal and external relationships, act as a liaison for the company’s (HCH) centers and clinical teams. Must consistently demonstrate professionalism and contribute to a culture of excellence, compassion, and quality healthcare. Employee’s answer 150 + calls per day. Primarily assisting with scheduling and med refills.

Customer Service, Communication, and Conflict Resolution
-Provide excellent customer service by answering calls courteously and professionally; offer language services to non-English speaking patients.
-Demonstrate empathy, active listening skills, and effective problem-solving to address patient inquiries in a timely manner.
-Resolve patient inquiries and issues effectively and in a timely manner.
-Communicate clearly and professionally across all channels (phone, email, team chats, and text), using appropriate language and tone.
-Adapt communication style to effectively engage with individuals from diverse backgrounds and accommodate their specific needs.
-Apply critical thinking and conflict resolution skills to assess caller needs, resolve issues efficiently, and ensure a positive customer experience.

Scheduling, Time Management, and Technology
-Handle a variety of call types including medication refills, inquiries from physician offices and pharmacies, prior authorization requests, appointment
-Schedule patients needing insurance enrollment/sliding fee assistance to approp. personnel.
-Understand and follow scheduling workflows, call center processes, and HCH policies.
-Manage time effectively, using productivity tracking tools.
-Adheres to the set schedule for call handling responsibilities.
-Seek assistance or delegates as needed to meet deadlines.
-Demonstrate proficiency of call center tools and software.