Dermatology Associates of Rochester - Call Center Patient Relations Specialist at Dermatology Associates of Rochester

At Dermatology Associates of Rochester, we believe in positive teamwork, self-accountability and always doing the right thing. Our experienced dermatologists, skin care specialists, estheticians, and researchers are dedicated to bringing an unmatched level of care for our patients cosmetic & skin needs. We offer some of the most advanced skin treatments available for our cosmetic and medical patients.

Our Call Center Patient Relations Specialist will be the first point of contact with our patients, so we are looking for someone to live and breathe the culture and core values of our brand. An ideal team member will always remain kind and professional, respond positively to pressure, take initiative, and inspire our team with energy and enthusiasm. Close follow through and collaboration on projects will lead to success in this position. This person will have many opportunities to connect and build a positive rapport with patients and coworkers. We are looking for an individual that will be the liaison between our company and its current and potential customers in a fast-paced environment. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, while keeping customer satisfaction at the core of every decision and interaction. 

Core Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our EMR in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Minimum Requirement and Skills

• Previous experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively