Customer Service Representative

Key Responsibilities

• Engage with patients empathetically and professionally to convert inquiries into booked appointments.
• Deliver a caring and reassuring patient experience, particularly for those who may be in pain or distressed.
• Provide location-specific support using knowledge bases and technology to deliver a "local feel” during interactions.
• Offer accurate information about clinics, providers, services, and insurance/payment plan options.
• Collaborate with clinic staff and cross-functional teams (marketing, ops, tech) to continuously improve patient experience.
• Recommend nearby clinic alternatives when local appointment availability is limited.
• Set appropriate expectations for patient visits and provide essential appointment details.
• Follow structured protocols for capturing and categorizing patient interactions for accurate data reporting.
• Consistently meet or exceed Key Performance Indicators (KPIs) such as call handle time, booking conversion rate, and patient satisfaction.
• Support patients across multiple communication channels including outbound, chat, and email as needed.
• Participate in team meetings, coaching sessions, and ongoing training.
• Perform additional duties as assigned.

Key Requirements

• Education: High School Diploma or GED required; Associate or Bachelor's degree preferred.
• Experience: 2–3 years of customer support experience. Minimum of 1 year experience in an inbound contact center. 1–2 years in a sales-oriented or tele-sales role preferred.

Technical Requirements

• A high-speed internet connection (50 Mbps download / 10 Mbps upload,
• A dedicated, quiet, and distraction-free workspace at home.
• Proficiency in navigating multiple systems/apps simultaneously.

Skills

• Excellent verbal and written communication skills.
• Strong typing skills (preferred 50–70 WPM).
• An attention to detail and ability to follow structured protocols.
• The ability to multi-task effectively while maintaining engaging conversations.
• A KPI-focused mindset with a proven record of meeting performance metrics.
• The ability to adapt to a fast-paced, remote environment.

Ideal Candidate

• Call Center Background (inbound preferred).
• Scheduling Patient Experience OR Sales Experience Preference.