Specialist-Customer Service Senior – Amazon Store

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Overview Department: Riley Referral Services Position Title: Senior Customer Service Specialist Job Summary: Under general supervision and in accordance with established policies and procedures, the Senior Specialist facilitates consultations, referrals, admissions, and appointments for physicians and consumers seeking access to the organization. This role supports patient transfer calls, referral admissions, and critical care transport coordination. Key Responsibilities:

• Facilitate physician referrals and appointment scheduling across multiple entry points.
• Serve as the primary contact for marketing activities and fulfill related requests in partnership with marketing teams.
• Register patients/customers for screenings and wellness classes.
• Work within various electronic healthcare systems to:
• Explain organizational and departmental policies.
• Review health information via EMR.
• Schedule appointments and pre-register patients.
• Communicate with clinic staff via EMR or phone.
• Facilitate nurse triage access via EMR or live transfer.
• Provide immediate access and resolution for patients contacting referral services.
• Support the Primary Care Same Day Campaign and Telehealth partnerships.

• High school diploma or equivalent required.
• Minimum of two years of customer service experience.
• Prior experience in the medical field required.
• Strong interpersonal skills to interact professionally with patients, families, physicians, administrators, and nursing staff.

• Flexibility to work weekends, evenings, and holidays (7 days a week).
• Remote work may be required during portions of the shift based on operational needs.