Customer Service Specialist - M-F, 8a-4:30p
Customer Service Specialist - M-F, 8a-4:30p
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Job Description
Job Details
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.
Post End Date
Sep 8 2025EEO Posting Statement
ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family including health insurance paid time off retirement an employee assistance program. To learn more about our benefits for eligible positions visit Experience:
Unclear Seniority
Employment Type
Full-Time
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