Wellness Cust Svc Rep - Call Center - Bilingual - San Antonio

Schedule:
Available 7:30a - 6:30p including weekends

Bilingual Preferred

Job Summary: As a 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.

Customer Service:

• Handles basic inbound and outbound calls
• Appropriately triages calls for best resolution; documents / routes calls appropriately
• 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 basic data entry
• Relies solely on instructions, pre-established guidelines, and procedures, and training from higher-level Partners
• Learns foundational knowledge and skills of the job

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.

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

• Strong customer service skills / mindset
• Strong 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
• Eagerness to learn and demonstrate proper phone / email etiquette

• High School Diploma or GED or equivalent

• 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