Customer Support Representative - Full-time

Greater Lawrence Family Health Center; Methuen (MA); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Great working environment

Comprehensive benefit package

Growth opportunities

Tuition reimbursement

Job summary

Greater Lawrence Family Health Center (GLFHC) seeks a bilingual Customer Support Center Representative to support patient access across multiple sites in Massachusetts. You will handle inbound calls, accurately schedule appointments, verify demographics, and direct inquiries to the appropriate departments.

Ideal candidates are fluent in English and Spanish, possess a high school diploma or GED, and demonstrate strong communication and customer service skills.

Qualifications

• Bilingual in English and Spanish.
• High School diploma or GED certificate.
• Computer knowledge.
• Excellent communication skills.
• Excellent customer service skills.

Responsibilities

• Promptly answers all incoming calls in a polite and professional manner.
• Directs calls to the appropriate departments.
• Schedules appointments and reviews appointment details, date, time, location, and clinician.
• Keeps demographic information updated and accurate.
• Communicates PCP change requests or transfer care/location requests.
• Sends late arrival notices and follows cancellation and rescheduling procedures.
• Assists with on-boarding, training, quality assurance and employee engagement.

Skills

Bilingual English/Spanish

Communication skills

Customer service

Computer literacy

Education

High School diploma or GED

Job description

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking a bilingual (English/Spanish) Customer Support Center Representative. Customer Support Center Representatives perform all functions necessary to ensure calls are handled efficiently and professionally promoting overall patient satisfaction.

• Promptly answers all incoming calls in a polite and professional manner.
• Directs calls to the appropriate departments.
• Schedules appointments and reviews appointment details, date, time, location, and clinician.
• Keeps demographic information updated and accurate.
• Communicates PCP change requests or transfer care/location requests.
• Sends late arrival notices and follows cancellation and rescheduling procedures.
• Assists with on-boarding, training, quality assurance and employee engagement.

Qualifications

• Bilingual, Spanish and English.
• High School diploma or GED certificate.
• Computer knowledge.
• Excellent communication skills.
• Excellent customer service skills.

GLFHC offers a great working environment, comprehensive benefit package, growth opportunities and tuition reimbursement