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Lead Customer Support Center Representative

Company: Greater Lawrence Family Health Center
Location: Methuen
Posted on: June 13, 2021

Job Description:

Established in 1980, the Greater Lawrence Family Health Center (GLFHC) is a multi-site mission-driven non-profit organization employing over 600 staff whose primary focus is providing the highest quality patient care to residents throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking a bilingual (English/Spanish) Customer Support Center Representative, Lead. Customer Support Center Representative, Leads provide leadership and support to call center staff. Perform all functions necessary to ensure calls are handled efficiently and professionally promoting overall patient satisfaction.

  • Must be able to don appropriate personal protective equipment (PPE).
  • Orients and trains new staff members.
  • Serves as a subject matter expert in customer support center procedures.
  • Promptly answers all incoming calls in a polite and professional manner.
  • Schedules appointments and reviews appointment details, date, time, location, and clinician.
  • Keeps demographic information updated and accurate.
  • Communicates PCP change requests or transfer care/location requests.
  • Sends late arrival notices and follows cancellation and rescheduling procedures.
  • Directs calls to the appropriate departments.
  • Assists with on-boarding, training, quality assurance and employee engagement.

Requirements High School diploma or GED certificate.

  • Call center experience required.
  • Bilingual, Spanish and English.
  • Computer knowledge.
  • Excellent communication skills.
  • Excellent customer service skills. Apply On-line Send This Job to a Friend
  • Programs & Services
  • For Patients
  • The Family Pharmacy
  • Locations
  • Family Medicine Residency
  • News & Events
  • About

Public Statement

This health center is a Health Center Program grantee under 42 USC 254b and a deemed Public Health Service employer under 42 USC 233 (g)-(n). No one will be denied access to services at GLFHC due to inability to pay; there is a discounted/sliding fee schedule available based on family size and income.



Greater Lawrence Family Health Center

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Keywords: Greater Lawrence Family Health Center, Methuen , Lead Customer Support Center Representative, Other , Methuen, Massachusetts

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