Customer Support Representative

Job Description

Job Description

JOB SUMMARY

The Customer Support Representative (CSR) is responsible for answering incoming calls from patients and assisting with appointment scheduling at Friend Health- HRDI. This role requires professionalism, attention to detail, and a strong commitment to delivering high-quality service to patients in a fast-paced healthcare setting.

JOB DUTIES

• Answer incoming calls and schedule clinic appointments for new, return, and referred patients.
• Enter and retrieve data quickly and accurately in automated scheduling systems.
• Maintain detailed and accurate call logs and reports.
• Demonstrate effective telephone techniques and excellent interpersonal skills.
• Manage call durations and prioritize tasks independently.
• Handle conflicts and sensitive situations with tact and professionalism.
• Participate in team meetings and training sessions as needed.
• Apply AIDET and LEAST models for superior customer service delivery.
• Screen callers appropriately and escalate emergency situations as necessary.
• Adjust work schedules as needed based on call volume.

QUALIFICATIONS

SMART GOALS

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

COMPENSATION & BENEFITS

Hourly Rate : $18.04

Comprehensive Benefits Package, including :

Occupational Risk for Exposure to TB :

There is an occupational risk for exposure to TB, as this position involves extensive community and patient contact. Employees in this role are required to comply with annual TB testing as part of workplace health and safety protocols. The only acceptable exceptions to this requirement are documented medical contraindications or religious objections. Employees who decline TB testing will be required to wear a mask when deemed necessary.

Friend Health – HRDI is an equal opportunity employer. We consider all applicants for employment without regard to race, religion, color, age, sex, national origin, citizenship, ancestry, marital or parental status, sexual orientation including gender identity, gender expression, military discharge status, physical or mental disability, or any other status or characteristic protected by law. In addition, Friend Health – HRDI provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws (including during the application or hiring process). Friend Health - HRDI supports the Pay Transparency Law as an equal opportunity employer.

Join Our Team

At Friend Family Health Center, we’re more than a workplace — we’re a mission-driven community of care. We strive to deliver high-quality, compassionate services to every patient, every time. Join our dynamic team and help us make healthcare more accessible and responsive for everyone we serve.