Practice Support Specialist (Temporary)

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Requirements:

• High School diploma or GED required, Associate degree strongly preferred
• 1-2 years of experience in a customer service or call center role
• Excellent communication skills, both verbal and written
• Proven problem-solving skills & commitment to follow-through
• Highly organized with attention to detail and accuracy; ability to multi-task
• Tech-savvy; able to work among multiple software- and web-based applications and platforms
• Must have reliable internet to be able to perform remote work
• Ability to work in a HIPAA-compliant manner with sensitive and private data, communicating with patients in an empathetic and professional manner
• Ability to work independently and as part of a team
• Previous experience in medical office environment a plus
• Experience with Zendesk or similar ticketing systems for managing customer inquiries and support requests preferred

Responsibilities:

• Answer incoming phone calls and respond to patient inquiries, complaints, and customer service support requests
• Provide accurate and detailed information about the company’s offerings and services
• Identify and escalate priority issues to the appropriate personnel; seek answers to questions when necessary and communicate answers and resolutions back to patients via email and phone
• Manage customer-service related electronic tickets, conduct tasks as required and follow-up with patients to provide resolution details and answer follow up questions
• Document all call information according to standard operating procedures; upload patient chart data and add contact notes as necessary
• Assist patients with scheduling and re-scheduling appointments