Customer Service Representative – Remote
MUST RESIDE IN TEXAS OR IDAHO
Are you friendly, dependable, detail-oriented, and comfortable spending much of your day communicating with patients? Do you enjoy helping people, solving problems, and working in a fast-paced environment?
Unruh Spine Center is seeking a Remote Customer Service Representative to support our busy multi-disciplinary healthcare offices in California. This position is heavily focused on customer service, patient communication, phone calls, scheduling, emails, text messages, and working within our practice management software.
Our offices provide chiropractic care, acupuncture, physical therapy, massage therapy, medical services, and other healthcare and wellness services. Because of the variety of services we offer, our patients may contact us regarding many different topics.
You are not expected to know everything when you start. You will be trained on our office procedures, services, providers, software, and how to appropriately handle different types of patient questions. Just as importantly, you will be trained on when and how to route a question or concern to the appropriate staff member when it is outside your role.
What You'll Do
Answer & Manage Patient Calls
Handle a high volume of incoming calls in a friendly, professional, and helpful manner. Calls may involve scheduling, services, providers, office procedures, locations, billing-related questions, insurance-related questions, patient concerns, or many other topics. You will be trained on what you can assist with directly and what needs to be transferred or communicated to another team member.
Schedule & Manage Appointments
Schedule, reschedule, and cancel appointments accurately while following office scheduling procedures and provider availability.
Monitor Patient Communications
Regularly check and respond to patient communications through our systems, including emails and text messages, and route messages to the appropriate person when necessary.
Review Patient Intake Forms
Use our practice management software to check for incoming patient intake forms and make sure required information has been received and handled according to office procedures.
Work Within Our Practice Software
Navigate our healthcare practice management software throughout the day to access patient information, schedules, communications, intake forms, and other information needed to assist patients.
Use Our Broadvoice Phone System
Work with our Broadvoice phone system to answer, transfer, and manage patient calls and communicate effectively with our California offices.
Document & Communicate Accurately
Enter notes and information accurately and communicate important patient questions, concerns, or requests to the appropriate office staff.
Provide Excellent Customer Service
Create a positive experience for patients even when the office is busy or the caller is frustrated, confused, or unsure who they need to speak with.
Work Closely With Our California Team
Stay in regular communication with our in-office staff and providers. Although you will be working remotely, you will be an important part of our patient communication and customer service team.
What We're Looking For
Excellent Customer Service Skills
You are patient, friendly, professional, and genuinely enjoy helping people.
Strong Phone & Communication Skills
You speak clearly and professionally and are comfortable spending a significant portion of your workday on the phone.
Ability to Multitask
You can move between phone calls, scheduling, emails, text messages, patient records, and other communications without losing attention to detail.
Detail-Oriented & Accurate
You listen carefully, follow instructions, document information correctly, and understand that accuracy is especially important in a healthcare environment.
Good Judgment & Willingness to Learn
You understand that you will not always know the answer. You are comfortable following established procedures, asking questions when necessary, and directing patients to the appropriate person rather than guessing or providing inaccurate information.
Calm Under Pressure
You can remain professional and courteous while handling a busy phone system, multiple tasks, and patients who may occasionally be upset or frustrated.
Dependable & Punctual
Reliable attendance and punctuality are essential. Our California offices depend on our remote customer service team to be available and ready to assist patients during scheduled hours.
REQUIRED Remote Computer & Workspace Setup
Windows 11 Computer – REQUIRED
You must have access to a computer running Windows 11. Our required office software is Windows-based and must be compatible with your computer.
Reliable High-Speed Internet – REQUIRED
You must have a stable, dependable high-speed internet connection capable of supporting our practice software and phone system throughout your shift.
Phone/Headset Setup
This position uses our Broadvoice phone system. Depending on your setup, you will need either:
- The ability to connect the provided phone equipment using an Ethernet cable, or
- An approved headset setup compatible with our phone system.
Private & Secure Workspace – REQUIRED
Because you will be working with confidential patient information, you must have a private, quiet, and secure workspace where patient conversations and information cannot be overheard or viewed by others. Patient privacy and confidentiality must be maintained at all times.
Training
Training will be provided on our software, phone system, scheduling procedures, services, providers, patient communications, office procedures, and how to appropriately handle or route different types of patient questions.
Training days and hours may vary from the regular schedule listed below. Candidates must have some flexibility during the initial training period.
Once training is completed, the position will transition to the regular schedule below.
Regular Schedule
Monday–Thursday: 8:45 AM – 5:30 PM Pacific Time
Friday: 8:15 AM – 5:00 PM Pacific Time
Saturday: 8:45 AM – 11:00 AM Pacific Time — every other Saturday
Applicants must be able to consistently work these hours in Pacific Time, regardless of whether they reside in Texas or Idaho.
This is a remote position and applicants MUST reside in Texas or Idaho.
If you are dependable, comfortable with technology, enjoy working with patients, and thrive in a customer-service-focused role where every day may bring different questions and situations, we would love to hear from you.
This is a remote position.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
