Sr Wellness Cust Svc Rep

Senior Wellness Customer Service Rep

As a Senior Wellness Customer Service Rep, you'll triage incoming calls to schedule, reschedule, and cancel Patient appointments, and serve as a Patient Outreach provider on behalf of our medical staff. You may also help train / coach others.
Key Responsibilities & Essential Functions:
Customer Service: Coordinates new hire training
Complies with quality assurance program procedures; contributes to continual improvement of those procedures
Maintains awareness of changes, updates within WPC
Handles inbound and outbound calls
Appropriately triages calls for best resolution; documents / routes calls appropriately
Assists with staff questions; maintains current workflow
Enhances knowledge of tools, processes, procedures, resources needed to support training and quality assurance activities
Schedules / reschedules / cancels appointments as requested by patients
Provides patient outreach on behalf of Provider Teams
Manages responses to online request for appointments
Actively reviews future schedules; escalates errors
Provides simple trouble-shooting information to callers
Follows escalation SOPs
Performs data entry
The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities 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, subject to reasonable accommodations.
Qualifications & Key Requirements:
Work Experience: 3+ years of experience in a high call volume environment
Knowledge/Skills/Abilities: Strong customer service skills Strong verbal / written communication skills Organization and time management skills PC skills, including MS Office and programs / systems required by the job Ability to manage multiple priorities and calmly shift focus between tasks Ability to work as part of a team
Education: High School Diploma or GED or equivalent
Licenses/Certifications:
Physical Demands & Working Conditions: Function in a fast-paced medical, office environment Work varying work schedules; sit for extended periods