Customer Service & Wellness Liaison

At Girling HealthCare Of NY, we deeply appreciate the privilege of being welcomed into the family circle to provide care for our neighbors' beloved family members. Our dedicated corporate office team at Girling HealthCare serves as the central hub for communication among clinicians, patients, and families within our community. We firmly believe that to effectively address the evolving needs of our community, we must remain adaptable to ensure the delivery of exceptional care to both our pediatric and geriatric community members. As a Customer Service Representative, you will join the Customer Service department in providing unparalleled customer satisfaction, helping those in need of homecare services. In this role, you will answer incoming calls, respond to service-related questions and obtain feedback, completing required documentation, and escalating calls as needed. Customer Service Representative Qualifications: 1. Excellent communication skills in English 2. Strong problem-solving and decision-making abilities 3. Ability to multitask and prioritize tasks effectively. 4. Proficient in using computer systems and software. 5. Ability to work well in a team environment. 6. Type 40 WPM Customer Service Representative Responsibilities:1. Proactive Inquiry Management: Actively monitor all inquiry channels (email, social media, web forms, phone calls) throughout the day. Acknowledge each inquiry with a personalized response, ensuring timely follow-ups. 2. Classifying and Prioritizing Inquiries: Classify inquiries based on the customer’s needs, including service requests, employment inquiries, and general support. Prioritize urgent matters, ensuring high-priority inquiries are addressed promptly. 3. Routing Inquiries: Direct inquiries to the appropriate department, ensuring a smooth handoff and clear communication with the customer. 4. Delivering Personalized Customer Service: Confirm the Start of Care (SOC) date and the type of care needed. Provide the company’s contact number for any questions or concerns. Inform the customer of the next check-in date (2, 4, 6 weeks) and agree on the best time for follow-up. 5. Documentation and Follow-Up: Log all interactions, inquiries, and follow-up details in the provided Excel sheet. Note the next contact date, any questions or concerns addressed and update the patient profile accordingly. 6. Outbound Weekly Contact Requirement: Each team member is required to contact at least 600 patients per week for outbound calls. Ensure efficient management of workload to meet this target while maintaining high-quality service in each interaction. 7. Call Management and Support: Respond to inbound calls promptly and handle outbound follow-up calls with professionalism and empathy. Ensure all customer concerns are addressed, and unresolved issues are followed up on within a reasonable time frame. 8. Continuous Improvement and Team Collaboration: Request feedback from customers after resolving inquiries to measure satisfaction. Use trends and data to improve service quality and team efficiency. Attend weekly/biweekly meetings to share insights, improve teamwork, and resolve challenges. Understand the responsibilities of each team member to support one another effectively, ensuring everyone can step in if needed. Qualifications: • At least one to two (2) years of experience as a customer service representative, call center clerk, or medical office receptionist. • At least one (1) year of previous healthcare experience working in a similar setting. • Bilingual Candidates preferred. Education: • High Schol graduate or equivalent- two years of college preferred. • The qualifications listed isa brief description of what is required as per daily task but will not be limited to other duties assigned by manager. Position Benefits: • Health, Dental, Vision • 401k + Company match • Paid Holidays. • PTO Package • Paid Orientation • Employee Referral Program The agency provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Salary: $20/HR + Apply tot his job Apply To this Job