Customer Service Representative - Medical Scheduler

Stafford Communications is uniquely different. We provide Call Center, Consulting and Marketing Services to our clients. We handle customer contacts on behalf of some the nation’s most prominent brands from our call centers in New Jersey and Canada. Our business model features a robust quality and compliance consulting practice that helps companies optimize their own internal call center operations. As experts in regulated industries, we help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their customers with exceptional experiences. Come join us!

SUMMARY:

The Customer Service Representative (Medical Scheduler) is responsible for responding to patient appointments and addressing general questions. The ideal candidate will possess excellent communication and multi-tasking skills while working on scheduling programs simultaneously and ensuring client contractual agreements are met. Our contact center provides extraordinary service and the Representative must be energetic, friendly, skilled and committed.

Full Time - Employees are expected to be available between the hours of 8am- 5pm EST Monday - Friday.

KEY RESPONSIBILITIES:

• Support phone center with high volume calls, with focus on inbound scheduling, rescheduling, cancellations, confirmations, facility messaging, insurance verification, and order review for all specialties within the practice and documenting service requests
• Schedule clients serving multiple medical offices, taking into consideration client location, facility capabilities, insurance requirements, and type of exam
• Communicate effectively with clients and medical professionals
• Perform other duties as assigned or directed to ensure smooth operation of the organization.
• Manage high-volume workload, effectively prioritizing tasks to remain organized, promoting prompt and courteous service and compliance with all policies
• Develop reputation as an efficient service provider with high levels of accuracy.
• Provide excellent customer service to all internal and external customers.
• Alerts appropriate staff when for all physician schedule changes. Reconciles provider schedules when errors occur.
• Serves as a resource to internal and external customers.
• Makes patients, their families and physicians their primary focus.
• Actively seeks information to understand patient circumstances, problems, expectations.

QUALIFICATIONS:

• An outgoing personality, with excellent interpersonal skills
• Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers. Must to able to maintain professional behavior in stressful situations
• Ability to navigate between several computer screens (e.g., EMR systems, CRM Software, Email and Web Browser) while actively listening and entering customer information
• Bilingual in English-Spanish, a plus, but not required

EDUCATION and/or EXPERIENCE:

• Minimum of 2 years customer service experience with excellent communication skills
• Strong computer experience working on multiple software programs specifically EMR systems
• Experience with EPIC Hyperdrive a plus
• Must be authorized to work in the US without sponsorship