Bi-Lingual Customer Service Representative

Description

Biltmore Ear, Nose & Throat was founded in 1972 to provide uncompromising patient care. That is still our mission today, and the reason why more area physicians trust us to care for their patients than any other Phoenix area practice! We specialize in ENT, Allergy, Audiology, Facial Plastics and Sleep Medicine. We are looking for motivated team members to join our practice to help us continue our mission in providing the best patient care possible. Staff morale is a #1 priority for us, we like to keep things professional but fun.

Biltmore ENT offers a generous and inclusive Benefits Package to our employees: 

• Medical- Employee covered at 70% by Employer- This means the employee is only responsible for 10% of their medical benefit per month. 
• Vision- Employee covered at 70% by Employer- This means the employee is only responsible for 10% of their medical benefit per month.
• Dental- Employee covered at 100% by Employer- This means the employee is only responsible for 0% of their medical benefit per month.
• Short-Term Disability and Long-Term Disability 
• GAP Insurance 
• Pet Insurance
• 401K with employer match 
• EAP Program 

We value our employees’ health and wellness and believe in the investment. 

Under the general supervision of the Call Center Supervisor the Call Center Representative, takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems. 

Duties and Responsibilities:  

• Scheduling and rescheduling of all routine and non-routine medical services for assigned patient population by answering inbound and making outbound calls. Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way
• Coordinate scheduling and referrals to other healthcare providers and services.
• Receive, screen and coordinate telephone calls from healthcare providers.
• Assist with maintaining and updating of all patients addresses and phone numbers.
• Receive incoming correspondence and review/forward to appropriate staff.
• Daily data entry of medical appointments, special instructions and patient information.
• Perform a variety of administrative duties including but not limited to answering phones, faxing and filing of confidential documents, and basic Internet and email utilization.
• Returning patient/provider voicemails
• Provide excellent customer service to all internal and external customers.
• Collaborate with other call center professionals to improve customer service.
• Help to train new employees and inform them about the company’s customer management policies.
• Collaborate with other call center professionals to improve customer service.
• Help to train new employees and inform them about the company’s customer management policies.
• Perform additional duties as assigned by supervisor.

Requirements

Education Requirements:

• High School Diploma or GED required.
• Associate degree and/or certificate program preferred.
• Educated on and compliant with HIPAA regulations; maintains strict confidentiality of patient and client information.

Minimum Knowledge, Skills and Abilities:

• Training and experience: Two years of customer service experience preferred.
• Regular attendance and punctuality are mandatory.
• Previous experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively.
• Ability to organize and complete work in a timely manner. Ability to read, write and effectively communicate in English and/or Spanish.
• Ability to pass state/federal background security check and work in state/federal correctional institution.
• Ability to work effectively within role independently and with other team members. 

Work Environment:

Primary work location is in a general office environment, with noise level of office conditions.

Physical Requirements:

Ability to walk, stand, bend, squat, climb, kneel