Customer Service Representative - FT

Job Description

Job Description

About the Role:

As a Customer Service Representative at Larkin Community Hospital (LCH), you will play a vital role in ensuring patients and their families receive exceptional support and assistance throughout their healthcare experience. This position requires managing a high volume of inquiries efficiently while maintaining a compassionate and professional demeanor. You will be responsible for addressing patient questions, resolving concerns, and facilitating smooth communication between patients and hospital departments. Your efforts will directly contribute to patient satisfaction and the overall reputation of LCH as a trusted healthcare provider. Ultimately, your role is to create a positive and reassuring environment that supports the hospital’s commitment to quality care and service excellence.

Minimum Qualifications:

• Proven experience in telephone customer service or a related role, preferably in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks efficiently while maintaining a positive attitude.
• Basic computer proficiency and experience with customer account management.

Preferred Qualifications:

• Experience working in the healthcare services industry.
• Familiarity with medical terminology and healthcare regulations.
• Additional training or certification in customer service or patient relations.
• Bilingual abilities to support diverse patient populations.
• Proficiency with hospital information systems or electronic health records (EHR).

Responsibilities:

• Respond promptly and courteously to patient and customer inquiries via telephone and other communication channels.
• Assist patients with scheduling appointments, processing orders, and managing customer accounts accurately.
• Resolve patient concerns and complaints by identifying issues, providing solutions, and escalating when necessary.
• Maintain detailed and accurate records of customer interactions and transactions in compliance with hospital policies.
• Collaborate with healthcare staff and departments to ensure seamless service delivery and patient satisfaction.

Skills:

The required skills are essential for managing the dynamic and often urgent nature of healthcare customer service. Working in a fast-paced environment demands quick thinking and adaptability to handle multiple patient inquiries simultaneously. Verbal communication and telephone customer service skills enable clear, empathetic, and effective interactions with patients and their families. Problem resolution skills are critical for addressing concerns promptly and ensuring patient satisfaction. Additionally, strong oral and written communication skills support accurate documentation and collaboration with healthcare teams, while a positive attitude fosters a welcoming and supportive atmosphere for all patients.