Service Assessment Rep

Leon Medical Center; Miami (FL); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Leon Medical Centers is seeking a Service Assessment Representative in Florida to welcome new patients, coordinate appointments, verify information, and evaluate services to ensure an outstanding patient experience from start to finish.

You will call patients to assess satisfaction, manage appointment workflows, handle complaints professionally, and create CRM entries for feedback or compliments, contributing to seamless patient care.

Qualifications

• High School Diploma or equivalent is required.
• Fluent in English and Spanish.

Responsibilities

• Call patients to evaluate service and satisfaction.
• Coordinate and schedule appointments and referrals.
• Handle complaints courteously and follow up until resolution.
• Create CRM entries for patient feedback or compliments.
• Monitor queues and route items to the supervisor as needed.
• Assist with vaccination process management and other projects.

Skills

Customer service

Appointment coordination

CRM

Bilingual

Education

High School Diploma or equivalent

Tools

CRM software

Job description

Join Leon Medical Centers and help make every patient interaction a positive one. As a Service Assessment Representative, you will be instrumental in welcoming new patients, coordinating appointments, verifying information, and evaluating the services provided to ensure an outstanding patient experience from start to finish.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Calls all patients that had appointments the day before to evaluate service and patient's satisfaction.
2. Calls hospitalized patients to monitor services received in the hospital.
3. Calls the patients that had medications delivered the day before to evaluation service and patient satisfaction.
4. Handles all complaints in a courteous and professional manner. Informs supervisor of complaint when necessary. Follows-up complaint resolution with patient to ascertain that the patient is satisfied.
5. Assists with the coordination of special projects i.e. vaccination process management and appointments
6. Reviews the in-basket for on hold CRM (in order to send it to the SA supervisor).
7. Opens no show work queue and call no show patients.
8. Opens regular work queue and call patients that came to the appointment the day before the call
9. Sends task to Care coordination, and PCP in case patient need it.
10. Confirms future appointment when it is possible.
11. Creates CRM (customer relation management) when patient is dissatisfied, or patient would like to give a compliment or a suggestion, and send the CRM to the service assessment supervisor,
12. Calls patient from a DME and Work queue.
13. Schedules appointments working in referral work queue for midlevel provider home visit.

EDUCATION

High School Diploma or equivalent

LANGUAGE SKILLS

Fluent in English and Spanish.