Responsibilities
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Healthcare, Plus. It's a goal and a promise. At H-E-B Wellness Primary Care, it's our goal to help everyone live the healthiest life possible. And it's our promise that our health care will be better than Partners have ever experienced: accessible, convenient, engaging, and thorough. Join us and be part of something special. Help us provide comprehensive services that include primary care, health coaching, physical medicine, care navigation, and more.As a Wellness Customer Service Rep, you'll triage incoming calls to schedule, reschedule, and cancel Patient appointments, and serve as a Patient Outreach provider on behalf of our medical staff.Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.Do you have a:HEART FOR PEOPLE... willingness to go above and beyond to help Patients and your work Team?HEAD FOR BUSINESS... a desire to work in a fast-paced, hands-on environment?PASSION FOR RESULTS... drive / initiative to resolve issues?We are looking for:- a high school diploma; natural customer service skillsWhat is the work?
Customer Service:- Handles basic inbound and outbound calls- Appropriately triages calls for best resolution; documents / routes calls appropriately- Schedules / reschedules / cancels appointments as requested by patients- Provides patient outreach on behalf of Provider Teams- Manages responses to online request for appointments- Actively reviews future schedules; escalates errors- Provides simple trouble-shooting information to callers- Follows escalation SOPs- Performs basic data entry- Relies solely on instructions, pre-established guidelines, and procedures, and training from higher-level Partners- Learns foundational knowledge and skills of the jobWhat is your background?- High school diploma, or equivalent- 1+ years of experience in a high call volume environmentDo you have what it takes to be a fit as a Wellness Customer Service Rep at H-E-B?- Strong customer service skills / mindset- Strong communication skills- Organization and time management skills- PC skills, including MS Office and programs / systems required by the job- Ability to manage multiple priorities and calmly shift focus between tasks- Ability to work as part of a team - Eagerness to learn and demonstrate proper phone / email etiquetteCan you...- Function in a fast-paced medical, office environment- Work varying work schedules; sit for extended periods
