OHS Customer Relations Representative

About the Role

The Customer Relations Representative supports a 30+ year company serving the petrochemical and manufacturing industry along the Gulf Coast. This role focuses on attending to customer and patient needs, including scheduling, record maintenance, and providing timely, efficient service.

Responsibilities

• Answer all customer incoming calls and direct them to the proper department or staff members.
• Resolve customer issues and cross-sell Occupational Health Services and Safety Council services.
• Answer questions from employees and other departments, and provide support as needed.
• Enter new accounts and protocols into OmniHealth and the EMR System.
• Handle customer questions and requests for new accounts, updates to protocols, or client profiles.
• Optimize patient satisfaction, provider times, and treatment room utilization by scheduling and coordinating appointments.
• Keep patient visit times on schedule by notifying Technicians and/or Medical Assistants when patients are ready for services.
• Notify staff of service delays and set up usernames and passwords for the OmniHealth web portal.
• Handle customer technical problems and complaints, escalating to the Supervisor of Customer Services when necessary.
• Assist with clinic tours for walk-in visitors.
• Protect patients' rights by maintaining confidentiality of personal and financial information.
• Maintain clinic operations by following policies and procedures and reporting needed changes.
• Notify the Director of Health Operations during high patient volume or when additional assistance is needed.
• Learn and maintain skills in the Galen Electronic Medical Records system, HASC OmniCouncil, and other relevant systems.
• Contribute to team efforts and accomplish related tasks as needed.

Requirements

• Proven customer service skills.
• Ability to learn custom software applications through company-provided training.
• Entry-level proficiency in Windows, Microsoft Word, and Excel.
• Proven organizational skills.
• High school diploma or general education degree (GED).
• Willingness to work at different locations if needed.

Preferred Skills & Qualifications

• Strong communication skills, both written and oral.
• Enjoys working with the public and demonstrates initiative to work independently and as part of a team.
• Ability to work in a fast-paced environment and learn detailed procedures.
• Proven ability to work under pressure and make effective decisions.
• Willingness to cross-train and assist other departments as directed.
• Maintains a professional appearance.

Physical Demands

• Regularly required to read, talk, or hear.
• Frequently required to stand, walk, sit, use hands to handle equipment, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl.
• Occasionally lifts and/or moves up to 25 pounds.
• Requires close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

This role is primarily based in an office environment but may require travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Reporting Responsibilities

The OHS Customer Relations Representative reports directly to the Supervisor of OHS Customer Service. This position does not have direct reports.