Customer Service Representative

About the Role

Spear Physical Therapy is seeking a passionate and reliable remote Customer Service Representative. This role serves as a valued member of the SPEAR team, helping patients access care by managing scheduling needs, online appointment requests, and incoming calls. The position also aims to alleviate stress from the Front Desk Care Coordinator team.

Key Responsibilities

• Serve as a liaison between patients and therapists 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.
• 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 accurate, legible messages complete with names, dates, time, phone number, and correctly routed to the appropriate person.
• Listen to voice messages and respond within 15 minutes of a call.
• Answer incoming online appointment requests & contact requests within 30 minutes of receipt.
• Accurately update & maintain online request trackers with the status of the request, scheduled appointment dates, times, clinic & account numbers.
• Make a minimum of 40 outbound calls per day.
• Schedule appointments for new patients, following 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.
• Follow up on emails within an hour of receipt.
• Work on tasks assigned to the Customer Service Team on Raintree.
• Uphold "SPEAR-IT" standards by providing 5-Star customer service to fellow employees, clients, patients, and referral sources.
• Assist in marketing the practice both internally to patients and externally to physicians and referral sources.
• Demonstrate empathy, concern, and respect for the needs of others.
• Maintain a pleasant tone; stay alert and actively listen.
• Promote positive interpersonal relationships with customers by discussing situations in a non-threatening way, displaying sensitivity, and compromising as appropriate.
• Consistently interact with others in a courteous and professional manner.
• Maintain confidentiality.
• Perform in a manner consistent with the Spear Clinic Employee Handbook.
• Be a role model in establishing and maintaining working relationships that foster teamwork and effective communication.
• Use proper communication for voicing concerns.
• Demonstrate support for others in accomplishing work. Express appreciation.
• Demonstrate flexibility in adapting to changing needs.
• Be concerned with the work of others. Consistently consider the effect of actions on others and team goals.
• Anticipate and work to prevent problems.
• Consistently follow company guidelines regarding attendance, paid time off, or leaves of absence.
• Communicate effectively.
• Be consistently productive.
• Initiate ideas, interventions, or procedures that reduce costs and streamline operations while improving quality.
• Initiate innovations and improvements. Lead efforts in applying new methods.
• Be an active participant and contributor to innovations and improvements.
• Be open to change. Contribute readily to improvements and respond positively to suggestions. Support final decisions.
• Seek additional duties when work has been completed.

Requirements & Tech Stack

• Home Internet Speed of 300 MBPS or better.
• A quiet, private space at home to set up a workstation not too far from their internet router.
• Ability to use computer keyboard 25-90% of each workday.
• Ability to sit at a desk for 25-90% of each workday.
• Manual dexterity to manipulate office equipment and make written notations.
• Hearing acuity to communicate over the telephone.
• Visual acuity to read information in print and on a computer screen.
• HIPAA STATUS: Determined eligible for access to/use of PHI & EPHI based on work duties and responsibilities in compliance with ‘minimal necessary standards.

Qualifications

• High school diploma or equivalent.
• Relevant customer service experience helpful.
• Excellent verbal and written communications skills.
• Experience with a multi-line phone system helpful.
• Excellent communication skills with patients, peers, and management.

Position Requirements

• Must live in the Tri-State Area (NY, NJ, CT).
• Able to commute into NYC for initial 3 weeks of training.
• Able to work 5 rotating shifts ranging from 7am-4pm, 8am-5pm, 9am-6pm, 10am-7pm, 11am-8pm. All shifts are required.