Customer Service Representative II - M-F, 8a-4:30p

Job Details Customer Service Representative II - M-F, 8a-4:30p The Customer Service Specialist serves as the first point of contact for patients, caregivers, and healthcare professionals within ChristianaCare’s Access Center. This role is responsible for delivering a seamless, patient-focused experience by promptly and professionally handling inbound and outbound calls, coordinating care, and resolving inquiries with empathy, accuracy, and efficiency. Specialists work in a fast-paced, high-volume environment, leveraging advanced communication systems, EMR platforms, and scheduling tools to ensure timely access to care and alignment with ChristianaCare’s commitment to excellence, safety, and compassionate service. Through exceptional customer service skills and a strong understanding of clinical and administrative processes, the Customer Service Specialist supports the organization’s mission to provide accessible, high-quality care to our communities. PRINCIPAL DUTIES AND RESPONSIBILITIES: Respond to high-volume inbound calls through an automated phone system, demonstrating empathy, active listening, and efficient problem-solving. Place outbound calls to patients, practices, pharmacies, and internal/external departments to coordinate care and resolve inquiries. Utilize EMR and scheduling systems to ensure accurate, timely, and patient-centered appointment management. Collaborate with clinical and administrative teams to triage and escalate urgent needs while ensuring patient safety and satisfaction. Support multi-channel communication including patient portal messages, voicemail, and secure email. Maintain accurate documentation in alignment with ChristianaCare Access Center protocols. Demonstrate proficiency in troubleshooting and resolving patient concerns, utilizing available resources effectively. Ensure confidentiality, safety, and security in all patient interactions. Meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Service Level targets. Maintain professional communication and positive relationships with patients, caregivers, and healthcare professionals. EDUCATION AND EXPERIENCE REQUIREMENTS: High school graduate or equivalent required. Prior call center, customer service, or medical office-related experience preferred. Experience with healthcare scheduling systems (Epic or equivalent) preferred. Computer and keyboarding proficiency required. An equivalent combination of education and experience may be substituted. Hourly Pay Range: $19.10 - $27.69 This pay rate/range represents ChristianaCare’s good faith and reasonable estimate of compensation at the time of posting. The actual salary within this range offered to a successful candidate will depend on individual factors including without limitation skills, relevant experience, and qualifications as they relate to specific job requirements. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law. Post End Date Jun 28, 2026 EEO Posting Statement ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program. To learn more about our benefits for eligible positions visit Christiana Hospital, Newark, Delaware. This 1,007-bed, 1.3-million-square-foot modern facility provides a level of care only available in large-scale teaching hospitals. Christiana Hospital includes Delaware's only Level-I Trauma center (as verified by the American College of Surgeons), which is prepared to handle the most extreme medical emergencies. In fact, it is the only Level-I Trauma center on the East Coast corridor between Baltimore and Philadelphia. Christiana Hospital has also been nationally recognized in U.S. News & World Report's Best Regional Hospitals rankings as #1 in Delaware and #3 in the Philadelphia metro area, plus High Performing in 9 Adult Procedures/Conditions Christiana Care Health System Website