Eligibility Screening Services Representative - Onsite

Physicians Regional North; Naples (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Physicians Regional North is seeking an Eligibility Screening Services Representative to be the first point of contact for customers. This entry-level role requires strong communication, attention to detail, and the ability to handle inquiries via phone, email, and chat.

The position is fully on-site in Naples, FL, with a Monday through Friday schedule from 10:00 am to 6:30 pm. An onboarding period may lead to a 4-day, 10-hour option based on performance and business needs.

Qualifications

• H.S. Diploma or GED required.
• 1-2 years of customer service experience required.
• Familiarity with CRM software preferred.
• Strong written and verbal communication.

Responsibilities

• Responds to inquiries via phone, email, chat, or other channels.
• Clarifies and resolves issues by identifying needs and root causes.
• Escalates complex issues and ensures follow-up.
• Documents interactions in CRM with detailed records.
• Adheres to KPIs for productivity and satisfaction.
• Maintains regular attendance and complies with policies.

Skills

Communication skills

CRM proficiency

Multitasking

Customer focus

Education

High School Diploma

Associate degree preferred

Tools

CRM software

Microsoft Office

Job description

Job Summary

The Eligibility Screening Services Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

This role is fully on-site and does not offer remote or hybrid work options. Work schedule is Mon - Fri 10am-6:30pm.

Opportunity to transition to a 4-day, 10-hour schedule may become available after an initial onboarding period, subject to performance and business needs.

Essential Functions

• Work Location: 100% On-Site
• Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
• Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.
• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
• Provides triage support for common issues related to platforms, applications, and back-office processes.
• Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
• Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or some college coursework in a related field preferred
• 1-2 years of customer service experience required, preferably in a call center or help desk environment required
• Familiarity with CRM software and customer service tools preferred

Knowledge, Skills and Abilities

• Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.
• Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Detail-oriented with a strong focus on accuracy and quality.
• Demonstrated ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.