Customer Access Representative

About the role

The Customer Access Representative provides direct assistance to people served by Taylor Life Center in Mason. This role requires exceptional professionalism, organizational skills, and the ability to manage multiple priorities in a fast‑paced environment while ensuring seamless day‑to‑day operations.

Responsibilities

• Act as the primary point of contact, presenting a professional, courteous manner to the public, co‑workers, clients, and all other agencies (including on the phone).
• Handle a large volume of incoming calls, ensuring all calls are answered professionally, timely, and redirected accordingly.
• Accurately take, record, and distribute messages to correct staff members, providing follow‑up as needed to ensure completion.
• Manage voicemail box timely with appropriate follow‑up.
• Manage client appointments including scheduling, rescheduling, or cancellations; provide notifications to clinicians of changes as needed.
• De‑escalate situations involving dissatisfied clients, offering patient assistance and support; redirect concerns to appropriate staff or supervisors.
• Assist clients with basic telehealth troubleshooting connection issues and assist with rescheduling as necessary.
• Maintain an orderly office environment.
• Compassionately address persons served triaged concerns (phone or face‑to‑face).
• Offer customer satisfaction surveys when applicable.
• Manage incoming faxes, mail, voicemail, and email.
• Cross‑train and assist with reception duties as assigned per reception job description.

Requirements

• 18 years of age or older.
• Working telephone.
• Pass all regulatory checks.
• Must obtain required trainings.
• Experience in a health care setting preferred.

Benefits

• Vacation time
• Personal time
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid holidays
• Public Service Loan Forgiveness