Customer Service Representative

United States·New YorkRemoteFull Time Hourlymid

Customer Support SpecialistCustomer

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Quick Summary

Key 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.

Technical Tools

Customer Support SpecialistCustomer

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.

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

QUALIFICATIONS

· High school diploma or equivalent.

· Relevant customer service experience helpful.

· Excellent verbal and written communications skills.

· Experience with multi-line phone system helpful.

Position Requirements

· Must live in the Tri-State Area (NY, NJ, CT)

· Remote position requires a quiet private space at home to set up a workstation not too far from their internet router.

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

· Home internet speed 300 MBPS or better.

· Able to commute into NYC for initial 3 weeks of training.

· Excellent communication skills with patients, peers and management.

· Manual dexterity to manipulate office equipment and make written notations.

· Ability to use computer keyboard 25-90% of each workday.

· Ability to sit at desk for 25-90% of each workday.

· Hearing acuity to communicate over the telephone.

· Visual acuity to read information in print and on computer screen.

HIPAA STATUS

· Has been determined as eligible for access to/use of PHI & EPHI based on work duties and responsibilities in compliance with ‘minimal necessary standards

· Has read Spear’s policy and procedure manual this calendar year