Call Center Escalation Specialist managing authorization approvals and member escalations for SafeRide Health. Ensure high service standards in a hybrid work environment at our San Antonio office.
About the role
- Service Team Coordinator responsible for inbound and outbound customer service calls related to patient scheduling. Collaborating across departments to deliver excellent support with a patient-centered approach.
Responsibilities
- Operating in a call center environment, receives inbound and makes outbound customer service calls related to patient scheduling, sales calls and other general inquires.
- Responds to patient inquiries based on the ChenMed core model for care.
- Follows up with patients to ensure service satisfaction.
- Escalates issues/concerns as appropriate.
- Makes appropriate and timely decisions according to department standards, procedures and policies.
- Documents interactions using web-based technology.
- Maintains business relationship by providing prompt and accurate service to promote loyalty.
- Interacts and collaborates with team members across multiple departments to promote VIP customer service and patient interactions.
- Performs other duties as assigned and modified at manager’s discretion.
Requirements
- High school diploma or GED equivalent required
- A minimum of 2 years of customer service experience required; in a call center or similar environment, highly preferred
- A minimum of 1 year experience in a fast-paced medical setting highly preferred
- Experience with web-based customer relationship management systems
- Spoken and written fluency in English; bilingual a plus (Spanish, Creole, Vietnamese preferred)
Benefits
- great compensation
- comprehensive benefits
- career development and advancement opportunities
- work-life balance
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