Sr Wellness Cust Svc Rep

Hybrid role based in Cypress, TX (1222 N. Main, San Antonio, TX 78212). Training will be conducted in person at the Cypress location.

Responsibilities

• Triage incoming calls to schedule, reschedule, and cancel patient appointments.
• Serve as a Patient Outreach provider on behalf of medical staff.
• Coordinate new hire training and coach other team members.
• Comply with quality assurance program procedures and contribute to their continual improvement.
• Maintain awareness of changes and updates within WPC.
• Handle inbound and outbound calls, appropriately triaging and documenting calls for resolution.
• Assist with staff questions and maintain current workflows.
• Enhance knowledge of tools, processes, procedures, and resources needed to support training and quality assurance activities.
• Schedule, reschedule, and cancel appointments as requested by patients.
• Provide patient outreach on behalf of Provider Teams.
• Manage responses to online requests for appointments.
• Actively review future schedules and escalate errors.
• Provide simple troubleshooting information to callers.
• Follow escalation SOPs (Standard Operating Procedures).
• Perform data entry.

Duties 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.

Requirements

• 3+ years of experience in a high call volume environment.
• High School Diploma or GED (or equivalent).

Skills

• Strong customer service skills.
• Strong verbal and written communication skills.
• Organization and time management skills.
• Proficiency with PCs, including MS Office and other job-required programs/systems.
• Ability to manage multiple priorities and calmly shift focus between tasks.
• Ability to work as part of a team.

Schedule

• Monday–Friday with open availability between 6:30 AM – 7:00 PM.
• Hybrid role.

Working Conditions

• Fast-paced medical office environment.
• Extended periods of sitting.
• Varying work schedules.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.