Job Details

Job Type

Full-time

Description

Austin Safety Council (ASC) is the city's dedicated safety training and health facility. We offer dual-language, computer-based, and in-person safety and development courses tailored to Austin's growing workforce and industry leaders. Our course library offers certifications for OSHA compliance, professional development, CPR and first AID, HAZCOM, and more. We serve the construction, healthcare, biotech, manufacturing, and general industries. Austin Safety Council cares about the future of this city and the people building that future.

JOB SUMMARY

The Customer Service Representative-Occupational Health Services is primarily responsible for attending to customer and patient needs. This includes but is not limited too; scheduling appointments; maintaining records and accounts, answering phones, handling customer questions and requests in a timely and efficient manner.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

• Answer all customer incoming calls
• Direct all incoming calls to the proper department and staff member.
• Resolve customer issues
• Cross-sell Occupational Health Services and Safety council services
• Answer questions from other employees and departments
• Support other departments when requested.
• Enter new accounts and protocols into system.
• Handle customer questions and requests for new accounts/updates to protocols/client profiles
• Assist with special assignments.
• Optimizes patients' satisfaction, provider times, and treatment room utilization by scheduling and coordination appointments in person or by telephone.
• Keeps the patient visit time on schedule by notifying the Technicians after the patient has been entered into system and is ready for services.
• Notify the Technicians of service delays.
• Handle all customer technical problems and complaints
• Escalate problems, if necessary, to the OHS Lead.
• Available to assist with tours that may walk in to the Clinic.
• Protect patients' rights by maintaining confidentiality of personal and financial
• information
• Maintain operations of the Clinic by following policies and procedures; reporting needed changes.
• Notify the OHS Lead immediately when the Clinic has received multiple visitors at one time.
• Notify the OHS Lead when additional assistance is needed to maintain a reasonable patient wait time.
• Learn and maintain the skills of the OmniCouncil and any other system used.
• Contribute to team effort by accomplishing related results as needed.

Requirements

SKILLS AND QUALIFICATIONS

• High school diploma or general education degree (GED)
• Customer service skills are necessary. Strong communication skills - written and oral.
• Must enjoy working with the public and have a strong initiative to work independently and as a team member.
• Must be able to work in a fast-paced environment and learn detailed procedures.
• Proven ability to work under pressure and make effective decisions.
• Cross-train and assist other departments as necessary and directed by the Supervisor.
• Maintain professional appearance
• Fluent in Spanish a plus

ABILITIES REQUIRED

• Ability to work in a time-sensitive environment with non-flexible deadlines
• Ability to learn custom software applications through training provided by ASC
• Ability to work under pressure and in constantly changing environments
• Ability to practice discretion and maintain confidentiality
• Ability to communicate and interact with all levels of organizations (internal and external)
• Ability to meet highest attendance requirements
• Ability to handle multiple tasks concurrently
• Ability to work a minimum of 40 hours per week
• Ability to speak, read and write English
• Cross-train and assist other departments as necessary
• Willingness to work at different locations if the company need arises
• Flexibility to work beyond scheduled shift time when necessary to take care of patient needs

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Austin Safety Council is an equal opportunity employer.