Customer Service Rep Call center

Customer Service Representative

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance.

Our employees shape our future each day. Are you living your life's work?

Location:

3930 Chestnut Street/Remote
** Employees must live within PA, MD, NJ, or DE

Hours:

Full-Time, M-F 8:30am-5:00pm

The Customer Service Representative (CSR) in the Marketing Contact Center (MCC) serves as the "face" of Penn Medicine The position offers excellent patient-centric Customer Service to those seeking guidance and medical assistance from the University of Pennsylvania Health System (UPHS).

The CSR provides information and access to Penn Medicine-owned and affiliated physicians, program services, and educational classes. S/he responds to multi-channel inquiries from patients, physicians, employees, etc., regarding all services offered within the Marketing Contact Center in accordance with established guidelines.

The CSR provides patients and customers with referrals to physicians and services and assists patients with appointment requests via inbound phone calls or online requests and web chat. S/he handles physician-to-physician calls (Physician Link), event and class registration, international calls, cancer calls, and transfer of care requests. In addition, the position is responsible for making outbound calls in response to web or digital marketing campaign inquiries.

The Customer Services Representative must display human qualities of empathy, compassion, kindness, and patience. The position must exemplify Penn Medicine Core Values and exhibit solid Customer Service skills, a patient-centric attitude, a collaborative team spirit, and the ability to think critically and quickly.

Accountabilities

DAILY RESPONSIBILITIES

• Offers excellent patient-centric Customer Service to those seeking guidance and medical assistance from the University of Pennsylvania Health System (UPHS).
• Answers inbound calls for Penn Medicine Referral Service lines to provide information and access to Penn Medicine owned and affiliated physicians, program services, and educational events; provides resources to callers.
• Provides appropriate and age-specific Penn Medicine resources.
• Gathers information from caller using skills that elicit information for appropriate and efficient responses.
• Provides Penn Medicine patients and customers with referrals to physicians and services and assists patients with appointment requests and other services via inbound phone calls or online requests and web chat.
• Performs searches and uses online reference resources to provide appropriate Physicians/services.
• Facilitates requests for appointment scheduling; provides information and performs appropriate warm transfer.
• Registers callers for events and classes using software (and Pennmedicine.org).
• Obtains/enters demographic information on new callers; verifies demographic information for existing patients.
• Transfers to appropriate nursing staff for calls involving cancer, symptom-based calls, or as per caller request.
• Handles inbound calls for international patients; gathers all required documentation and sends the call content to a follow-up queue for the Penn Global Medicine team.
• Supports the Transfer of Care program.
• Helps facilitate follow-up appointments while the patient is still in the Penn Medicine hospital.
• Receives notification via software from a…