Customer Access Representative

Job Description

Job Description

The Customer Access Representative will provide direct assistance to people served by Taylor Life Center. This role requires exceptional professionalism, organizational skills, and the ability to manage multiple priorities in a fast-paced environment while ensuring seamless day-to-day operations.

Roles & Responsibilities:

• Acts as the primary point of contact, with the ability to present in a professional, courteous manner to the public, co-workers, clients, and all other agencies as necessary.
• Handles large volume of incoming calls ensuring all phone calls are answered professionally, timely, and redirected accordingly.
• Accurately manages taking, recording, and distributing messages to correct staff members, providing follow up as needed to ensure completion.
• Manage voicemail box timely with appropriate follow up.
• Manage client appointments with scheduling, rescheduling, or cancellations. Provide notifications to clinicians of changes as needed.
• De-escalate situations involving dissatisfied clients, offering patient assistance and support. Redirect concerns to appropriate staff or supervisors.
• Assist clients with basic telehealth troubleshooting connection issues and assist with rescheduling as necessary.
• Maintain an orderly office environment.
• Compassionately address persons served triaged concerns (phone or face-to-face).
• Offer customer satisfaction surveys when applicable.
• Manage incoming faxes, mail, voicemail, and email.
• Cross train and assist as assigned.

Qualification & Education Requirements:

• 18 years of age or older
• Working telephone
• Pass all regulatory checks
• Must obtain required trainings
• Must have a valid Michigan driver’s license, current automobile insurance, and the use of the insured vehicle during work hours.
• Experience in a health care setting preferred

Benefits Offered:

• Vacation time
• Personal time
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life insurance
• Paid holidays
• Public Student Loan Forgiveness