Customer Support Representative

JOB SUMMARY The Customer Support Representative (CSR) is responsible for answering incoming calls from patients and assisting with appointment scheduling at Friend Health- HRDI. This role requires professionalism, attention to detail, and a strong commitment to delivering high-quality service to patients in a fast-paced healthcare setting. Schedule: This is a full-time, onsite position. Standard hours are Monday through Friday, 8:00 AM to 5:00 PM, with rotating Saturdays from 8:00 AM to 12:00 PM. Flexibility for occasional schedule adjustments based on call volume or coverage needs is required. JOB DUTIES Answer incoming calls and schedule clinic appointments for new, return, and referred patients. Enter and retrieve data quickly and accurately in automated scheduling systems. Maintain detailed and accurate call logs and reports. Demonstrate effective telephone techniques and excellent interpersonal skills. Manage call durations and prioritize tasks independently. Handle conflicts and sensitive situations with tact and professionalism. Participate in team meetings and training sessions as needed. Apply AIDET and LEAST models for superior customer service delivery. Screen callers appropriately and escalate emergency situations as necessary. Adjust work schedules as needed based on call volume. QUALIFICATIONS High School Diploma or equivalent required; Associate's degree or some college coursework preferred. Completion of medical terminology class preferred. Bilingual in Spanish preferred 1-3 years of customer support experience in a high-volume setting, ideally within healthcare. Proficient in handling computer systems and typing at least 35 WPM. Strong communication and interpersonal skills. Effective problem-solving and time management. SMART GOALS Maintain an average handle time under 5 minutes Maintain a minimum of 90 calls daily WORKING CONDITIONS AND PHYSICAL REQUIREMENTS Normal work conditions with no routine exposure to blood or body fluids (OSHA Category III). Risk of exposure to TB due to extensive patient contact. Regular use of computers, phones, and other electronic system COMPENSATION & BENEFITS Hourly Rate: $18.04 Comprehensive Benefits Package, including: Medical, Dental, and Vision Coverage Paid Time Off (PTO) & Holidays 403b Retirement Plan Professional Development Opportunities Employee Assistance Program (EAP) Occupational Risk for Exposure to TB: There is an occupational risk for exposure to TB, as this position involves extensive community and patient contact. Employees in this role are required to comply with annual TB testing as part of workplace health and safety protocols. The only acceptable exceptions to this requirement are documented medical contraindications or religious objections. Employees who decline TB testing will be required to wear a mask when deemed necessary. Friend Health - HRDI is an equal opportunity employer. We consider all applicants for employment without regard to race, religion, color, age, sex, national origin, citizenship, ancestry, marital or parental status, sexual orientation including gender identity, gender expression, military discharge status, physical or mental disability, or any other status or characteristic protected by law. In addition, Friend Health - HRDI provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws (including during the application or hiring process). Friend Health - HRDI supports the Pay Transparency Law as an equal opportunity employer. Join Our Team At Friend Family Health Center, we're more than a workplace - we're a mission-driven community of care. We strive to deliver high-quality, compassionate services to every patient, every time. Join our dynamic team and help us make healthcare more accessible and responsive for everyone we serve. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.