Customer Service Specialist

Job Details Job Location: VivaMas Pembroke Pines - Pembroke Pines, FL 33024 Job Summary VivaMas Medical Centers is seeking a compassionate, service-driven, and solution-oriented Customer Service Specialist to join our team at our Pembroke Pines location. This role serves as a frontline support specialist dedicated to delivering an exceptional patient and member experience through personalized service, effective communication, and timely issue resolution. Responsibilities Provide exceptional customer service to patients and members both in person and over the phone Address patient concerns and assist with immediate service needs Conduct follow‑up calls regarding referrals, appointments, medications, and pending issues Complete Daily Complaint Reports accurately and timely Conduct Welcome Calls for newly registered patients Follow up with patients who missed scheduled appointments and assist with rescheduling Schedule appointments across multiple departments Navigate and manage tasks within NextGen PM/EHR systems Support member retention and engagement initiatives Collaborate with operational and clinical teams to ensure positive patient experiences Assist with grocery card inquiries and activation support when applicable Qualifications High school diploma or equivalent required Minimum of 2 years of customer service, patient relations, or member experience required Healthcare, wellness, or service‑industry experience preferred Experience working with seniors or Medicare‑eligible populations preferred Strong conflict resolution and problem‑solving skills Excellent communication and interpersonal abilities Bilingual English/Spanish or Creole preferred Proficiency with Microsoft Office and computer systems required Experience with EMR/EHR systems preferred Working Environment Fast‑paced healthcare and patient‑focused environment Frequent phone and in‑person patient interaction High computer and system usage required Ability to multitask while maintaining professionalism and empathy Ability to sit for extended periods while managing calls and documentation AHCA Requirements This position may require successful completion and maintenance of an AHCA Level 2 background screening in accordance with Florida healthcare regulations. Candidates must be able to meet all eligibility and compliance requirements prior to employment. For additional information regarding AHCA background screening requirements, visit #J-18808-Ljbffr