Customer Service Specialist

Summary

Join Scan.com, a rapidly growing digital health scale-up, as a Customer Service Specialist. You will be the primary point of contact for patients, providers, and attorneys, ensuring clear and timely communication regarding appointments, scan reports, and other documentation. This role requires strong communication skills, attention to detail, and the ability to manage multiple tasks efficiently. You will build relationships with clients, implement follow-up strategies to reduce no-shows, and collaborate with internal teams to improve workflows. Scan.com offers a competitive salary, comprehensive benefits, flexible work options, and opportunities for professional development. The company is committed to diversity and inclusion, creating a supportive and respectful work environment.

Requirements

• You have excelled in a fast-paced customer service or communications role, ideally in a healthcare or legal environment
• You are an excellent communicator, and can effectively communicate across various platforms (phone, email, chat) with patients, providers, and attorneys
• You have an eye for detail and ensure accuracy in all communications and documentation
• You proactively identify issues and collaborate with cross-functional teams to implement solutions
• You have a self-starter mentality and can effectively manage multiple tasks and priorities to meet deadlines and SLAs
• You have experience using CRM systems, scheduling software, telephony platforms (e.g., Dialpad), and other communication tools

Responsibilities

• Provide detailed updates to providers and attorneys on patients regarding appointment scheduling, confirmations, and rescheduling statuses across their journey
• Schedule appointments for patients as required
• Ensure timely follow-ups with patients to minimize no-shows and handle any escalations
• Coordinate the timely delivery of scan reports, imaging records, and lien forms to attorneys
• Serve as the primary contact for attorney and provider inquiries, ensuring accuracy and professionalism in all interactions
• Manage and prioritize communications across phone, email, and text, ensuring prompt and accurate responses
• Update and maintain accurate records of all interactions in our internal database and other communication tools such as Slack and email
• Work closely with sales, scheduling, interops, and AR teams to resolve issues and provide seamless service
• Adhere to and exceed, service-level agreements (SLAs) for response times and follow-ups
• Document and escalate recurring issues to the management team and propose and implement process improvements across every interaction
• Build strong relationships with patients, providers, and attorneys by ensuring all communication (calls, emails, and texts) is clear, professional, and timely
• Implement effective follow-up strategies to decrease patient no-show rates by at least 10%
• Become highly proficient in all communication tools (e.g., Front, Dialpad) and scheduling systems to streamline workflows
• Handle the delivery of appointment details, imaging reports, and lien forms to customers with 98%+ accuracy
• Collaborate effectively with internal teams (e.g., scheduling, interops, sales) to resolve issues and improve overall workflows

Benefits

• Salary range of $50,000 - $55,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team