Customer Service Specialist - M-F, 8a-4:30p

Customer Service Specialist - M-F, 8a-4:30p

PRIMARY FUNCTION:

The Customer Service Specialist serves as the first point of contact for patients, caregivers, and healthcare professionals within ChristianaCares Access Center. This role is responsible for delivering a seamless, patient-focused experience by promptly and professionally handling inbound and outbound calls, coordinating care, and resolving inquiries with empathy, accuracy, and efficiency. Specialists work in a fast-paced, high-volume environment, leveraging advanced communication systems, EMR platforms, and scheduling tools to ensure timely access to care and alignment with ChristianaCares commitment to excellence, safety, and compassionate service. Through exceptional customer service skills and a strong understanding of clinical and administrative processes, the Customer Service Specialist supports the organizations mission to provide accessible, high-quality care to our communities.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Respond to high-volume inbound calls through an automated phone system, demonstrating empathy, active listening, and efficient problem-solving.

Place outbound calls to patients, practices, pharmacies, and internal/external departments to coordinate care and resolve inquiries.

Utilize EMR and scheduling systems to ensure accurate, timely, and patient-centered appointment management.

Collaborate with clinical and administrative teams to triage and escalate urgent needs while ensuring patient safety and satisfaction.

Support multi-channel communication including patient portal messages, voicemail, and secure email.

Maintain accurate documentation in alignment with ChristianaCare Access Center protocols.

Demonstrate proficiency in troubleshooting and resolving patient concerns, utilizing available resources effectively.

Ensure confidentiality, safety, and security in all patient interactions.

Meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Service Level targets.

Maintain professional communication and positive relationships with patients, caregivers, and healthcare professionals.

EDUCATION AND EXPERIENCE REQUIREMENTS:

High school graduate or equivalent required.

Prior call center, customer service, or medical office-related experience preferred.

Experience with healthcare scheduling systems (Epic or equivalent) preferred.

Computer and keyboarding proficiency required.

An equivalent combination of education and experience may be substituted.

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.