Sr Wellness Cust Svc Rep

Responsibilities

Hours
- Mon
-Fri with open availability 6:30am - 7pm

Hybrid Role

Training will be facilitated IN PERSON @ Cypress Location

Cypress

San Antonio, TX 78212

Responsibilities

Hours
- Mon
-Fri with open availability 6:30am - 7pm

Hybrid Role

Training will be facilitated IN PERSON @ Cypress Location

Cypress

1222 N. Main

San Antonio, TX 78212

Job Summary: As a Senior Wellness Customer Service Rep, you ll triage incoming calls to schedule, reschedule, and cancel Patient appointments, and serve as a Patient Outreach provider on behalf of our medical staff. You may also help train / coach others.

Customer Service

Key Responsibilities &

Essential Functions:

• Coordinates new hire training
• Complies with quality assurance program procedures; contributes to continual improvement of those procedures
• Maintains awareness of changes, updates within WPC
• Handles inbound and outbound calls
• Appropriately triages calls for best resolution; documents / routes calls appropriately
• Assists with staff questions; maintains current workflow
• Enhances knowledge of tools, processes, procedures, resources needed to support training and quality assurance activities
• Schedules / reschedules / cancels appointments as requested by patients
• Provides patient outreach on behalf of Provider Teams
• Manages responses to online request for appointments
• Actively reviews future schedules; escalates errors
• Provides simple trouble-shooting information to callers
• Follows escalation SOPs
• Performs data entry

The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities may be modified at any time based on business needs. Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations.

Work Experience

Qualifications &

Key Requirements:

• 3+ years of experience in a high call volume environment

Knowledge/Skills/Abilities

• Strong customer service skills
• Strong verbal / written communication skills
• Organization and time management skills
• PC skills, including MS Office and programs / systems required by the job
• Ability to manage multiple priorities and calmly shift focus between tasks
• Ability to work as part of a team

Education

• High School Diploma or GED or equivalent

Licenses/Certifications

Physical Demands &

Working Conditions:

• Function in a fast-paced medical, office environment
• Work varying work schedules; sit for extended periods

The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Last revised: 08/01/2023