Customer Care Representative

Company : Uvisiongroup

Job Type : Full Time

Old Toronto, On

Number of Applicants

:

000+

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Job Description - Customer Care Representative

Job description

Full-time | Hourly | Weekdays 8 hours | Weekends with notice

Supervisor: Corporate Scheduling and Customer Care Lead

Work Location: In-Office Vaughan location

Starting Pay rate: $18.00 hourly. Commensurate with performance & experience.

KPI’s:

· Achieve targeted metrics related to Calls / email / faxes

· Inquiry wait time

· Inquiry escalation and risk measures i.e. number of complaints, errors

Job Summary:

The Customer Care Representative is responsible for the daily incoming and outgoing communications of the Call Center.

The Customer Care Representative shall ensure that calls, emails, and faxes are responded to within an agreed timeframe and in an appropriate manner.

Duties and Responsibilities:

Customer Care

· Manage and resolve patient queries and complaints by providing prompt and professional responses to patients and caregivers authorized on the patient’s behalf

· Handle external hospital and referring MD’s inquiries

· Ensure accurate uploading of medical documents, when needed

· Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocol

Incoming Calls

· Schedule appointments for patients by attending to incoming calls

· Check emails/voicemails daily

· Answer telephone and emails promptly and in a polite and professional manner

· Direct calls to other departments as needed.

Demographic Data

· Schedule appointment accurately and appropriately — review appointment date, time, location, and physician name

· Handle patient inquiries and questions via email, fax

· Ensure and verify accuracy of information

Working conditions:

· Computer use, sitting, screen use for extended periods

· (incoming calls) continuous speaking, listening