Customer Service Representative

Training is in person in Manhattan for two weeks, after that this is a remote position.

Monday through Friday

Able to work rotating shifts ranging from - 7am-4pm, 8am-5pm, 9am-6pm, 10am-7pm, 11am-8pm. All shifts are required.

Home Internet Speed of 300 MGPS or better.

A quiet space at home to set up a workstation not too far from their internet router.

Excellent Customer Service & Communication Skills.

Your Impact - The Customer Service Representative will work with all clinics scheduling needs, online appointment requests, incoming calls to ensure that all patients get access to care. The Customer Service Representative serves as a valued member of the SPEAR team, helping patients get the medical procedures they need. As well as alleviating stress from the Front Desk Care Coordinator team.

As a SPEAR Team Member, you naturally exhibit SPEAR’s values by default. Your talents instinctively result in actions of Service, Passion, Empathy, Accountability, Respect, Impact and Teamwork. You put people first, and know that every team member, and potentially every New Yorker within travel distance to any of our clinics, relies on you to help them become the best versions of themselves.

Your Success Factors:

Respect & Teamwork: You understand that respect is the only way employees, customers and SPEAR will succeed. You cultivate a culture of teamwork and are committed to supporting our team.

Spear is seeking a passionate and reliable remote Customer Service Representative.

You would be required to be in New York for three weeks of training and must live in the tri-state area (NY, NJ, CT)

INTRINSIC RESPONSIBILITIES:

Serve as a liaison between patients and therapist with a focus on customer service and providing accessibility to care. Facilitate patient visits and appointment scheduling for therapists. Handle all aspects of appointment scheduling, including accurate data entry, answering incoming phone calls, handling online appointment requests and contact requests. Customer Service Representatives are expected to be proficient in all the aforementioned areas.

Physical Requirements

• Manual dexterity to manipulate office equipment and make written notations.
• Ability to use computer keyboard 90% of each workday.
• Hearing acuity to communicate over the telephone.
• Visual acuity to read information on computer screen.
• The ability to sit, stand, walk for extended periods of time
• Occasionally lift 10 pounds floor to waist

ESSENTIAL JOB FUNCTIONS:

Telephone

• Respond to all calls professionally with a warm tone, patience, and compassion.

• Answer at least 55 incoming phone calls per day, including NPH and overflow calls.

• Answer a minimum of 20 New Patient Hotline calls per day.

• Take messages that are accurate, legible, complete with names, dates, time, phone number, correctly routed to appropriate person.

• Listen to voice messages and be able to respond within 15 minutes of a call.

Online Requests

• Answer incoming online appointment requests & contact requests within 30 minutes of receipt.

• Accurately update & maintain online request trackers with status of the request, scheduled appt dates, times, clinic & acct numbers.

• Make a minimum of 40 outbound calls per day.

• Answer a minimum of 15 new patient hotline calls per day.

Scheduling

• Schedule appointments for new patients, following the best scheduling practice rules.

• Gather patient demographic information and create the account.

• Schedule follow up appointments for existing patients.

• Reschedule appointments.

• Cancel appointments and follow correct cancellation rules & update providers’ schedules with detailed notes.

• Follow template guidelines for length of time, time of day, and appointment type.

• Mail/Email appropriate instructions to patients when necessary.

Emails & Tasks

• Follow up on emails within an hour of receipt.

• Work on tasks assigned to the Customer Service Team on Raintree.

CORE ACCOUNTABILITIES

Customer Service

• Uphold our “SPEAR-IT” standards by providing 5 Star customer service to fellow employees and to our clients, patients and referral sources.

• To assist in marketing our practice both internally to our patients and externally to our physicians and referral sources.

• Demonstrates empathy, concern and respect for the needs of others.

• Maintains a pleasant tone; stay alert and activ…