Customer Service Representative

Job Title

Job Description Hours: Monday-Friday 8am-4pm during training. After training schedules are posted 3 weeks in advance. Regular work schedule is 5 days/week 7.5 hours/day includes weekends. Hours are start times between 9am-12pm. (Those flex based on call volume) Usually it is 1 weekend day off and a day off during the week. 37.5 hours per week expected. 7.5 hours per day.

Required Education: High School diploma or equivalent

Required Qualifications: Minimum of 1 year of experience in customer service, healthcare, medical office, or a related service-oriented setting. Basic computer skills, including navigating systems, entering information, and documenting customer interactions. Strong verbal communication, active listening, and problem-solving skills. Ability to handle inbound calls professionally, demonstrate empathy, and de-escalate challenging interactions. Ability to work onsite in Middletown, NY, and maintain a flexible schedule that includes weekends.

Preferred Qualifications: Previous experience in a high-volume call center or healthcare contact center. Experience supporting patients, scheduling services, or resolving healthcare-related inquiries. Experience documenting customer interactions, coordinating with multiple departments, and following issues through resolution.

Responsibilities: Answer inbound phone calls and identify callers' questions, concerns, and underlying needs through active listening and appropriate questioning. Gather relevant information, conduct initial investigations, and determine the scope and nature of caller issues. Coordinate with internal departments and external resources to resolve inquiries, escalating complex issues when necessary. Make outbound calls to patients, providers, pharmacies, and other relevant parties to obtain information and resolve outstanding questions. Resolve inquiries during the initial call whenever possible, promoting first-call resolution and a positive caller experience. Accurately document caller concerns, research performed, actions taken, follow-up requirements, and final resolutions. Maintain a professional, confident, and empathetic approach while managing conversations and de-escalating difficult interactions. Provide timely status updates and maintain communication with callers while issues are being resolved. Remain focused on caller interactions while navigating computer systems and handling multiple information sources. Demonstrate empathy and sensitivity when assisting callers with personal, medical, or other potentially stressful situations.

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**