Communication Services Specialist

Job summary
This position provides excellent customer-focused service by handling inbound telephone calls supporting weekday call centers.The incumbent navigates the customer through the system utilizing provided resources.This position makes a difference for customers by maximizing efficiency by ensuring the accuracy of the information flow between different staff and departments.
Job seniority: entry level
Responsibilities
• Answers incoming telephone calls on a multi-line system.• Provides excellent customer service by resolving concerns and responding to inquiries in a professional and engaging manner.• Coordinates services provided to customers according to policies and procedures, and provides customer education as needed.• Maintains excellent schedule adherence and productivity standards.• Handles customer contacts in a timely and efficient manner. Customer contacts include patient and staff transfers, provider messaging, inquiries, complaints and feedback calls.• Participates in weekly learning components and ongoing training opportunities.• Performs other administrative or clerical duties and projects as assigned.• Communicates with patients in a confidential, professional manner using tact and diplomacy when paging on call providers for medical concerns.
Requirements
• One year of call center, medical clinic experience, or customer service (including retail, security, and other customer facing positions).• Experience with Outlook.
Key Skills Needed
• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.• Demonstrated excellence in verbal and written communications.• Ability to verbalize empathy.• Demonstrated excellent listening skills that enable appropriate responses to customer requests.• Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.• Ability to type at least 40 WPM.• Ability to assimilate data from various sources.• Demonstrated knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.• Ability to prioritize and multi task in a fast paced environment.