Customer Service Representative - Bilingual (English/Spanish)

About Us

Biltmore Ear, Nose & Throat was founded in 1972 to provide uncompromising patient care. That is still our mission today, and the reason why more area physicians trust us to care for their patients than any other Phoenix area practice! We specialize in ENT, Allergy, Audiology, Facial Plastics and Sleep Medicine. We are looking for motivated team members to join our practice to help us continue our mission in providing the best patient care possible. Staff morale is a #1 priority for us, we like to keep things professional but fun.

Biltmore ENT offers a generous and inclusive Benefits Package to our employees.

We value our employees’ health and wellness and believe in the investment.

Under the general supervision of the Call Center Supervisor the Call Center Representative, takes calls from vendors, patients and referring providers, answering questions, addressing any concerns they may have and making patient appointments. Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.

Duties and Responsibilities:

• Scheduling and rescheduling of all routine and non-routine medical services for assigned patient population by answering inbound and making outbound calls. Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way
• Coordinate scheduling and referrals to other healthcare providers and services.
• Receive, screen and coordinate telephone calls from healthcare providers.
• Assist with maintaining and updating of all patients addresses and phone numbers.
• Receive incoming correspondence and review/forward to appropriate staff.
• Daily data entry of medical appointments, special instructions and patient information.
• Perform a variety of administrative duties including but not limited to answering phones, faxing and filing of confidential documents, and basic Internet and email utilization.
• Returning patient/provider voicemails
• Provide excellent customer service to all internal and external customers.
• Collaborate with other call center professionals to improve customer service.
• Help to train new employees and inform them about the company’s customer management policies.
• Collaborate with other call center professionals to improve customer service.
• Help to train new employees and inform them about the company’s customer management policies.
• Perform additional duties as assigned by supervisor.

Education Requirements:

• High School Diploma or GED required.
• Associate degree and/or certificate program preferred.
• Educated on and compliant with HIPAA regulations; maintains strict confidentiality of patient and client information.

Minimum Knowledge, Skills and Abilities:

• Training and experience: Two years of customer service experience preferred.
• Regular attendance and punctuality are mandatory.
• Previous experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively.
• Ability to organize and complete work in a timely manner. Ability to read, write and effectively communicate in English and/or Spanish.
• Ability to pass state/federal background security check.
• Ability to work effectively within role independently and with other team members.

Work Environment:

Primary work location is in a general office environment, with noise level of office conditions.

Physical Requirements:

Ability to walk, stand, bend, squat, climb, kneel, turn, and twist on an intermittent or sometimes continuous basis. Ability to be able to lift up to 50lbs. Ability to grasp, push, pull objects such as files, file cabinets drawers and reach overhead. Ability to operate computer, printer, fax and telephone. Requires normal, correctable vision and hearing, and the ability to accurately discern duties as necessary to perform job functions.

Disclaimer:

Please note that we are Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. All job duties and responsibilities must be performed with or without reasonable accommodations. This is not an exhaustive list of responsibilities, skills, duties, requirements, or working conditions. Biltmore ENT reserves the right to revise the functions and duties of the position or to require that additional or different task be performed when circumstance change (i.e., emergencies, staff shortages, workload changes, rush jobs, or technological changes).

Job Type: Full-time

Pay: $19.00 - $19.50 per hour

Benefits:

• 401(k) matching
• Flexible schedule

Language:

• Spanish (Preferred)

Ability to Commute:

• Phoenix, AZ 85006 (Preferred)

Work Location: In person