Supervisor of OHS Customer Services

Description Position Overview The 30+ year company supports the petrochemical and manufacturing industry domestically and internationally and is positioned along the Houston Ship Channel providing training, occupational medicine, and innovative solutions to industry. The Customer Relations Representative is primarily responsible for attending to customer and patient needs. This includes but is not limited to; scheduling appointments; maintaining records and accounts, answering phones, handling customer questions and requests in a timely and efficient manner.

Essential Job Responsibilities

- Review and approve employee time daily and leave requests

- Resolve employee disputes ? Coordinate the effective and efficient operation of the Customer Service Department

- Coordinate and complete Human Resources documentation as required.

- Inform all locations about changes and/or issues that may occur at the clinic

- Work weekends and after hour calls as needed per on call schedule.

- Cross-sell Occupational Health Services and Safety council services

- Answer customer incoming calls

- Resolve customer issues

- Answer questions from other employees and departments

- Support other departments when requested.

- Enter new accounts and protocols into OmniHealth and the EMR 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 and/or Medical Assistants after the patient has been entered into Galen and is ready for services.

- Notify the Technician and/or Medical Assistant of service delays.

- Manage workflow throughout the clinic for effective wait times.

- Handle all customer technical problems and complaints

- Escalate problems if necessary to the Director of Health Operations.

- Assist in Clinic check in when busy

- 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 Director of Health Operations immediately when the Clinic has received multiple visitors at one time.

- Notify the Director of Health Operations when additional assistance is needed to maintain a reasonable patient wait time.

- Learn and maintain the skills of the HASC OmniCouncil and any other system used.

- Contribute to team effort by accomplishing related results as needed.

- Other duties as deemed necessary

Preferred Skills & Qualifications

- Customer service skills are necessary. Strong communication skills - written and oral.

- Ability to lead and manage employees

- 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 Director of Health Operations.

- Maintain professional appearance

Requirements

- Proven customer service skills

- Ability to learn custom software applications through training provided by HASC.

- Entry-level proficiency in Windows Microsoft Word and Excel.

- Proven organizational skills

- High school diploma or general education degree (GED)

- Willingness to work at different locations if the company need arises

Physical Demands

While performing the duties of this job, the employee is regularly required to read, talk or hear. The employee frequently is required to stand, walk, sit, use hands to handle training equipment and tools, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl. The employee occasionally lifts and/or moves up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This job is typically in an office environment and will also require travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reporting Responsibilities

The Supervisor of OHS Customer Service reports directly to the Director of Health Operations. This position does not have direct reports.