Customer Support Representative at FRIEND HEALTH in Chicago, IL

Summary: Friend Health is a mission-driven community of care, and they are seeking a Customer Support Representative to assist patients with appointment scheduling. The role involves answering incoming calls, maintaining detailed call logs, and delivering high-quality service in a fast-paced healthcare setting. Responsibilities: - Answer incoming calls and schedule clinic appointments for new, return, and referred patients - Enter and retrieve data quickly and accurately in automated scheduling systems - Maintain detailed and accurate call logs and reports - Demonstrate effective telephone techniques and excellent interpersonal skills - Manage call durations and prioritize tasks independently - Handle conflicts and sensitive situations with tact and professionalism - Participate in team meetings and training sessions as needed - Apply AIDET and LEAST models for superior customer service delivery - Screen callers appropriately and escalate emergency situations as necessary - Adjust work schedules as needed based on call volume Required Qualifications: - High School Diploma or equivalent required - 1–3 years of customer support experience in a high-volume setting, ideally within healthcare - Proficient in handling computer systems and typing at least 35 WPM - Strong communication and interpersonal skills - Effective problem-solving and time management Preferred Qualifications: - Associate's degree or some college coursework preferred - Completion of medical terminology class preferred - Bilingual in Spanish preferred Required Skills: Appointment Scheduling, Medical Terminology, Typing 35 WPM, Customer Support, Automated Scheduling Systems, Bilingual Spanish Benefits: Medical, Dental, and Vision Coverage, Paid Time Off (PTO) & Holidays, 403b Retirement Plan, Professional Development Opportunities, Employee Assistance Program (EAP)