Medical Customer Service Representative

A healthcare organization in Baltimore is seeking an experienced Customer Service Representative with a background in public health to join their team! In this contract position, you will handle high volumes of inbound calls related to public health information, ensuring callers receive accurate guidance and are directed to appropriate resources. This contract role requires strong communication skills and a commitment to excellent customer service.

Responsibilities:

• Manage high volumes of inbound calls from the public, providing accurate information and support.
• Follow established scripts and protocols to ensure consistent communication.
• Maintain a detail-oriented and courteous demeanor while addressing caller inquiries.
• Ask clarifying questions to understand caller needs and minimize errors.
• Direct callers to the appropriate departments or resources based on their concerns.
• Accurately document call details and interactions in the system.
• Protect caller confidentiality and adhere to organizational policies.
• Escalate complex or urgent issues in accordance with provided guidelines.
• Work collaboratively with team members to ensure smooth operations.
• Demonstrate strong active listening and communication skills.
• Ability to follow scripts and adhere to detailed instructions.
• High attention to detail and accuracy in documenting information.
• Exhibit patience and a customer-focused mindset.
• Reliable and punctual with the ability to meet the required schedule.
• Previous experience in call centers, customer service, or public health roles preferred.
• Familiarity with systems such as EPIC strongly desired.