Customer Service Representative

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. 

• Punctuality is an essential component to your success.  On time to you is 10 minutes early to the rest of the world.  

• You make it habit out of practicing our SPEAR-IT values: Service, Passion, Empathy, Accountability, Respect, Integrity, and Teamwork in relation to your work, life and attitude towards others. 

• Communicate efficiently & effectively with Management whenever issues arise preventing you from answering calls or completing your tasks. 

• Email etiquette when communicating with teammates and clinics.  

• Completing Assigned Connected Needs Follow Up report daily.   

• Participate in Bi-Weekly huddles with your manager and teammates.  

Impact & Passion: You take pride in making a positive impact on the New York Community and healthcare industry. Your passion ensures that all clinics achieve operational targets, making it easy for patients to connect with our devoted team to receive the care they need.  

• Ensure scheduling of patients is at accuracy rate greater than 97%. 

• Ensure Case is updated and complete with no errors within 24 hrs of arrival 

• Answer a minimum of 55 calls per day providing as much detail during the call-in anticipation of the Patient’s needs. 

Empathy & Service: You exhibit 5-star customer service for all SPEAR patients through empathy. You respond efficiently and accordingly because you understand their feelings and needs.  

• Answer 90% of New Patient Hotline calls with a smile and be as accommodating as possible. 

• Reply to all phone calls, emails, and Online Appointment Requests within 1 hour. 

• Reply to all Provider request for patient appointments with in 1 hr (OMG and MSK) 

• Task all new patient benefits to verifications teams with an accuracy rate greater than 97% . 

• Return all voice mails within 1 hrs of receipt.  

Accountability: You are a champion of customer access, accountable for ensuring our financial process never keeps a single New Yorker from getting back to life. You are committed to our patients, and their physicians, by navigating through the financial processes in healthcare to get them the therapist and the treatment they need. 

• You meticulously enter all patient data with an accuracy rate greater than 97%.  

• Phone team must stay consistent with meeting the call metric daily.  A minimum of 55 calls per day is required which should include a balance of overflow calls and new patient hotline calls. 

• Online team to answer at minimum 20 call per day focusing on New Patient Hotline. 

• Online team to make an average of 30-40 outbound calls (calls based on requests per day) 

• Update online trackers with scheduled appointment details, including account number, Clinic appointment date and time. 

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• Your Team: Report to: Director of Administrative Operations, Customer Service Manager and CSC Team Leads.  

• Primary Interactions: Care Coordinators, Verifications Specialist, Physical Therapy team, RCM Manager, Clinical Directors. 

Salary $16 - 22 / hour