Customer Service Representative

Remote Jobs; New York (NY); Remote; USD 25,000 - 26,000; Full time

Job summary

Remote Jobs in New York seeks a dedicated Customer Service Representative to support SPEAR clinics. You will manage patient appointments, answer calls, and coordinate with therapists to ensure access to care.

Training occurs in Manhattan for two weeks, after which the role becomes remote. Must reside in the tri-state area (NY, NJ, CT) with a quiet home workspace and high-speed internet to support patient scheduling and communications.

Qualifications

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

Responsibilities

• Respond to calls professionally with a warm tone, patience and compassion.
• Handle phone and online appointment requests, schedule for therapists.
• Maintain accurate data entry and trackers for appointments and accounts.
• Provide prompt follow up on emails and requests within defined timelines.
• Support clinic scheduling needs and communicate with patients effectively.

Skills

Customer service

Communication skills

Education

High school diploma or equivalent

Job description

Training & Orientation

Training is in person in Manhattan for two weeks, after that this is a remote position.

Schedule

Monday through Friday

Able to work rotating shifts ranging from - 7am-4pm, 8am-5pm, 9am-6pm, 10am-7pm, 11am-8pm. All shifts are required.

Internet & Workstation Requirements

Home Internet Speed of 300 MGPS or better.

A quiet space at home to set up a workstation not too far from their internet router.

Skills

Excellent Customer Service & Communication Skills.

Customer Impact

The Customer Service Representative will workwith 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

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.

Spear is seeking a passionate and reliable remote Customer Service Representative

You would be required to be in New York for three weeks of training and must live in the tri-state area (NY, NJ, CT).

Intrinsic Responsibilities

Serve as a liaison between patients and therapist 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. Customer Service Representatives are expected to be proficient in all the aforementioned areas.

Physical Requirements

• Manual dexterity to manipulate office equipment and make written notations.


• Ability to use computer keyboard 90% of each workday.


• Hearing acuity to communicate over the telephone.


• Visual acuity to read information on computer screen.


• The ability to sit, stand, walk for extended periods of time


• Occasionally lift 10 pounds floor to waist

$18 - $19 an hour

ESSENTIAL JOB FUNCTIONS: Telephone

• 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 messages that are accurate, legible, complete with names, dates, time, phone number, correctly routed to appropriate person.


• Listen to voice messages and be able to respond within 15 minutes of a call.

Online Requests

• Answer incoming online appointment requests & contact requests within 30 minutes of receipt.


• Accurately update & maintain online request trackers with status of the request, scheduled appt dates, times, clinic & acct numbers.


• Make a minimum of 40 outbound calls per day.


• Answer a minimum of 15 new patient hotline calls per day.

Scheduling

• Schedule appointments for new patients, following the 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.

Emails & Tasks

• Follow up on emails within an hour of receipt.


• Work on tasks assigned to the Customer Service Team on Raintree.

CORE ACCOUNTABILITIES

• Uphold our \"SPEAR-IT\" standards by providing 5 Star customer service to fellow employees and to our clients, patients and referral sources.


• To assist in marketing our practice both internally to our patients and externally to our physicians and referral sources.


• Demonstrates empathy, concern and respect for the needs of others.


• Maintains a pleasant tone; stay alert and actively listens.


• Promotes positive interpersonal relationships with customers by discussing situations in a non-threatening way, displaying sensitivity, compromising as appropriate.


• Consistently interacts with others in a courteous and professional manner.


• Maintains confidentiality.


• Performance consistent with Spear Clinic Employee Handbook.

Teamwork

• A role model in establishing and maintaining working relationships that foster teamwork and effective communication. Uses proper communications for voicing concerns.


• Demonstrates support for others in accomplishing work. Expresses appreciation.


• Demonstrates flexibility in adapting to changing needs.


• Concerned with work of others. Consistently considers the effect of actions on others and team goals.


• Anticipates and works to prevent problems.

Effective Use of Resources

• Consistently follows company guidelines regarding attendance, paid time off or leaves of absence.


• Communicates effectively.


• Is consistently productive.


• Initiates ideas, interventions or procedures that reduce costs and streamline operations while improving quality.

Initiative

• Initiates innovations and improvements. Lead efforts in applying new methods.


• An active participant and contributor to innovations and improvements.


• Open to change. Contributes readily to improvements and responds positively to suggestions. Supports final decisions.


• Seeks additional duties when work has been completed.

QUALIFICATIONS

• High school diploma or equivalent.


• Relevant customer service experience helpful.


• Excellent verbal and written communications skills.


• Experience with multi-line phone system helpful.

Position Requirements

• Must live in the Tri-State Area (NY, NJ, CT)


• Remote position requires a quiet private space at home to set up a workstation not too far from their internet router.


• Able to work 5 rotating shifts ranging from 7am-4pm, 8am-5pm, 9am-6pm, 10am-7pm, 11am-8pm. All shifts are required.


• Home internet speed 300 MBPS or better.


• Able to commute into NYC for initial 3 weeks of training.


• Excellent communication skills with patients, peers and management.


• Manual dexterity to manipulate office equipment and make written notations.


• Ability to use computer keyboard 25-90% of each workday.


• Ability to sit at desk for 25-90% of each workday.


• Hearing acuity to communicate over the telephone.


• Visual acuity to read information in print and on computer screen.

HIPAA STATUS

• Has been determined as eligible for access to/use of PHI & EPHI based on work duties and responsibilities in compliance with 'minimal necessary standards


• Has read Spear's policy and procedure manual this calendar year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.