[Hiring] Customer Service Representative @Spear Physical and Occupational Therapy

Role Description

Training is in person in Manhattan for two weeks, after that this is a remote position. The Customer Service Representative will work with all clinics scheduling needs, online appointment requests, incoming calls to ensure that all patients get access to care. The Customer Service Representative serves as a valued member of the SPEAR team, helping patients get the medical procedures they need, as well as alleviating stress from the Front Desk Care Coordinator team.

As a SPEAR Team Member, you naturally exhibit SPEAR’s values by default. Your talents instinctively result in actions of Service, Passion, Empathy, Accountability, Respect, Impact, and Teamwork. You put people first, and know that every team member, and potentially every New Yorker within travel distance to any of our clinics, relies on you to help them become the best versions of themselves.

Your Success Factors:

• Respect & Teamwork: You understand that respect is the only way employees, customers, and SPEAR will succeed. You cultivate a culture of teamwork and are committed to supporting our team.

Qualifications

• High school diploma or equivalent.
• Relevant customer service experience helpful.
• Excellent verbal and written communications skills.
• Experience with multi-line phone system helpful.

Requirements

• Must live in the Tri-State Area (NY, NJ, CT).
• Remote position requires a quiet private space at home to set up a workstation not too far from their internet router.
• Able to work 5 rotating shifts ranging from 7am-4pm, 8am-5pm, 9am-6pm, 10am-7pm, 11am-8pm. All shifts are required.
• Home internet speed 300 MBPS or better.
• Able to commute into NYC for initial 3 weeks of training.
• Excellent communication skills with patients, peers, and management.
• Manual dexterity to manipulate office equipment and make written notations.
• Ability to use computer keyboard 25-90% of each workday.
• Ability to sit at desk for 25-90% of each workday.
• Hearing acuity to communicate over the telephone.
• Visual acuity to read information in print and on computer screen.

Benefits

• $18 - $19 an hour.

Essential Job Functions

• Telephone:
  • Respond to all calls professionally with a warm tone, patience, and compassion.
  • Answer at least 55 incoming phone calls per day, including NPH and overflow calls.
  • Answer a minimum of 20 New Patient Hotline calls per day.
  • Take messages that are accurate, legible, complete with names, dates, time, phone number, correctly routed to appropriate person.
  • Listen to voice messages and be able to respond within 15 minutes of a call.
• Online Requests:
  • Answer incoming online appointment requests & contact requests within 30 minutes of receipt.
  • Accurately update & maintain online request trackers with status of the request, scheduled appt dates, times, clinic & acct numbers.
  • Make a minimum of 40 outbound calls per day.
  • Answer a minimum of 15 new patient hotline calls per day.
• Scheduling:
  • Schedule appointments for new patients, following the best scheduling practice rules.
  • Gather patient demographic information and create the account.
  • Schedule follow-up appointments for existing patients.
  • Reschedule appointments.
  • Cancel appointments and follow correct cancellation rules & update providers' schedules with detailed notes.
  • Follow template guidelines for length of time, time of day, and appointment type.
  • Mail/Email appropriate instructions to patients when necessary.
• Emails & Tasks:
  • Follow up on emails within an hour of receipt.
  • Work on tasks assigned to the Customer Service Team on Raintree.

Core Accountabilities

• Customer Service:
  • Uphold our “SPEAR-IT” standards by providing 5 Star customer service to fellow employees and to our clients, patients, and referral sources.
  • To assist in marketing our practice both internally to our patients and externally to our physicians and referral sources.
  • Demonstrates empathy, concern, and respect for the needs of others.
  • Maintains a pleasant tone; stay alert and actively listens.
  • Promotes positive interpersonal relationships with customers by discussing situations in a non-threatening way, displaying sensitivity, compromising as appropriate.
  • Consistently interacts with others in a courteous and professional manner.
  • Maintains confidentiality.
  • Performance consistent with Spear Clinic Employee Handbook.
• Teamwork:
  • A role model in establishing and maintaining working relationships that foster teamwork and effective communication. Uses proper communications for voicing concerns.
  • Demonstrates support for others in accomplishing work. Expresses appreciation.
  • Demonstrates flexibility in adapting to changing needs.
  • Concerned with work of others. Consistently considers the effect of actions on others and team goals.
  • Anticipates and works to prevent problems.
• Effective Use of Resources:
  • Consistently follows company guidelines regarding attendance, paid time off, or leaves of absence.
  • Communicates effectively.
  • Is consistently productive.
  • Initiates ideas, interventions, or procedures that reduce costs and streamline operations while improving quality.
• Initiative:
  • Initiates innovations and improvements. Lead efforts in applying new methods.
  • An active participant and contributor to innovations and improvements.
  • Open to change. Contributes readily to improvements and responds positively to suggestions. Supports final decisions.
  • Seeks additional duties when work has been completed.

HIPAA Status

• Has been determined as eligible for access to/use of PHI & EPHI based on work duties and responsibilities in compliance with ‘minimal necessary standards.
• Has read Spear’s policy and procedure manual this calendar year.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.