Customer Service Representative

IT TrailBlazers; Boston (MA); On-site; USD 35,000 - 45,000; Full time

Job summary

IT TrailBlazers in Boston is looking for a Service Representative to manage incoming calls and assist with various customer service tasks. The role requires excellent communication skills and familiarity with medical terminology.

Successful candidates will have a High School Diploma and at least a year of call center experience. They will provide the necessary support in a fast-paced environment and maintain customer confidentiality in accordance with EEO guidelines.

Qualifications

• 1 year of call center experience or customer service experience required.
• 3 months of experience in a medical or hospital call center preferred.

Responsibilities

• Answer and process incoming calls efficiently and courteously.
• Serve as a resource to less experienced staff and assist in training.
• Update databases and account profiles as needed.
• Monitor alarms and report problems to appropriate parties.

Skills

Excellent verbal and written skills

Keyboarding skills (35–40 wpm)

Familiarity with medical terminology

Ability to process high volume calls

Ability to handle medical emergency calls

Ability to manage multiple tasks

Works with urgency, courtesy, and tact

Flexibility in work schedule

Education

High School Diploma or equivalent

Job description

Responsibilities

• Answer and process incoming calls efficiently, effectively, and courteously, following instructions and procedures necessary for answering, handling, and dispatching, paging such messages according to the information and procedures of each customer account and according to MSI standards.
• Adhere to all client policies and procedures, including attendance and promptness.
• Serve as a resource to less experienced staff; assist in training new hires.
• Respond to requests for direct dial numbers, department numbers, physician on-call status and department functions utilizing an automated computerized system.
• Process calls for foreign languages and TTY following customer instructions to ensure proper billing.
• Update databases, on-call schedules and account profiles.
• Prepare, code and process a variety of transmittals including directory changes, physician sign-outs, pager cap code changes, account profile changes, etc.
• Ensure tasks relating to particular shifts are accomplished and documented.
• Monitor alarms on various systems; report problems to appropriate client/vendor/manager.
• Perform shift facilitator duties ensuring essential functions of a shift are completed and handled call requests requiring special assistance and that medical emergency calls are processed properly and areas are left in clean condition at end of shift (kitchen area).
• Assist with various customer retention initiatives (written/verbal surveys, QST).
• Maintain confidentiality of customer information.
• Meet Call Center performance measures as established for Talk Time, Aux, etc.
• Perform other related duties and special projects as assigned.

Basic Knowledge and Skills Required

• Excellent verbal and written skills, ability to operate general office equipment, computerized attendant console.
• Keyboarding skills essential (35–40 wpm) no more than 4 errors.
• Familiarity with medical terminology and teleservicing concepts.
• Ability to process a high volume of calls in a fast paced environment.
• Ability to process medical emergency calls rapidly and accurately.
• Ability to overlap and take multiple types of calls with various pieces of equipment simultaneously and have previous shift facilitator experience; ability to manage multiple tasks concurrently in stressful environments.
• Works with a sense of urgency, courtesy and tact.
• Must be able to sit for long periods of time and work in a small office setting with limited mobility.
• Flexibility in work schedule – weekend and holiday work required.

Qualifications

High School Diploma or equivalent. One year of call center and/or experience in dealing with the general public in a customer service capacity. Three months having been in a medical or hospital call center.

Additional Information

Under general supervision, perform Service Representative duties in accordance with prescribed policies and methods. Unusual call requests, technical problems and complex inquiries are referred to facilitator or member of management. This position is identified as critical and is an essential function in the medical community. Work may be required off hours and during emergencies. All information will be kept confidential according to EEO guidelines.