Customer Service Representative

CLASSIFICATION/STATUS: Non-Exempt, Full-time, 40 hours, Permanent

IMMEDIATE SUPERVISOR: Customer Service Coordinator

SUPERVISORY RESPONSIBILITIES: None

FLEXIBLE WORK: 4-day workweek option

PAY RANGE: $18 - 25/hour

WHO YOU ARE:

YOUR ROLE & IMPACT

The Customer Service Representative, under the supervision of the Customer Service Coordinator, will assist in the day to day operations and planning of the Customer Service Department, enhance customer service experience and engagement, and facilitate patient services across all clinical departments. Also, to ensure excellent service standards, the Customer Service Representative will respond efficiently to customer inquiries and maintain a high level of customer satisfaction.

YOUR RESPONSIBILITIES

• As a member of the Community Support Service Team, ensure that all interactions between Administration, Customer Service operations, and patients are professional, helpful, provides empathy and creates an atmosphere of CRCH being a safe place and welcoming place for all community members that enter, call, or seek our services.
• Serve as front desk staff for all clinical departments (except Pharmacy) as assigned by Customer Service Coordinator.
• Greet and welcome patients and visitors to the health center.
• Provide consistently positive customer service.
• Become crossed trained to cover all department needs within 3 months of hire, including check-out.
• Work closely with medical, dental, behavioral health, and vision providers, nurses and medical assistants to inform patients about delays and waiting times.
• Ensure all patient requests for appointments are responded to in a timely manner, including from the patient portal, voice mails left, calls picked up, and walk-ins.
• Listen to customer’s feedback and resolve any issues or conflicts.
• Collaborate with the Health Benefits Department and follows up their booking guidelines to help patients who are inactive and ensure that HB workflows are followed appropriately.
• Ensure that the patient has an approved plan in place before/or at the time of the visit.
• Schedule patients for medical, vision, and dental appointments.
• Informs all patients of necessary payments prior to appointment and collects payment before services are provided.
• When working in Vision, confirms the extent of insurance coverage with the vision insurance plans prior to the visit and advises patients about coverage and financial responsibility (of the patient).
• Generate appropriate paperwork to ensure billing for services.
• Be flexible and available to cover staffing needs across the health center when other staff are not available as assigned by Customer Service Coordinator or designee.
• All other duties, tasks, and responsibilities assigned/approved by Customer Service Coordinator or designee.
• Work in both locations, Brighton and Waltham.

YOUR QUALIFICATIONS, COMPETENCIES, TRAITS

• At least 3 years of customer service experience in a CHC.
• Models exceptional customer service for staff; ability to show each and every patient they matter, and their needs are important. Must have the ability to show and have empathy and humility.
• Ability to problem solve in the moment, tackle a problem, and then go back and debrief with Customer Service Coordinator.
• Familiar with Excel, Electronic Medical Programs, registration and scheduling systems.
• Accurate and responsible when dealing with cash.
• Experience in diverse culture preferred with strong commitment to promoting Diversity Equity and Inclusion and reducing inequities.
• Must be willing to work at both locations when needed (Brighton and Waltham).
• Bilingual English/Spanish or English/Portuguese is required.

WHO WE ARE & WHAT WE DO

Charles River Community Health’s mission is to improve the health and well-being of the communities of Allston, Brighton, Waltham and surrounding areas by providing quality, compassionate, coordinated care that is patient-centered, family friendly, and community focused.

CRCH is a comprehensive practice providing medical, pharmacy, dental, behavioral health, optical, and vision services to diverse underserved local communities. We serve over 15,000 patients annually, and 80% of those served are well below the poverty line while over 60% speak in a language other than English.

We are committed to providing patients with timely access to the right care, at the right place and at the right time, collaborating with other organizations to connect patients with a comprehensive range of services and provide continuity of care, and creating new community partnerships to meet the changing needs of patients and the community.

We value caring for everyone with dignity, respect, and compassion, reducing cultural, financial and other barriers to care, and eliminating health care disparities for our patients. We also advocate for the needs of our patients, the community, and public health causes.

OUR PROMISE

If you are passionate about providing customer service excellence in a mission-driven, team-oriented, and progressive organization, you will find your career as Customer Service Representative rewarding and impactful! You will also find a partner in your career path goals and trajectory!

OUR BENEFITS & PERKS

Medical, Vision, & Dental Insurance

Short & Long-term Disability, and Life Insurance

Generous Paid Time Off

Flexible Spending Account

Employee Assistance Program

Tickets at Work

Health Reimbursement Arrangement

Travel Reimbursement

Professional Development Opportunities

Solid track record of developing and promoting employees internally!

Charles River Community Health is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, CRCH will better serve our local communities and continue to provide quality patient care and services. CRCH is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws. Additionally, CRCH prohibits retaliation against an applicant or employee because he or she has engaged in protected activity under the statutes prohibiting discrimination in the workplace.