# Customer Service Representative

## About the Role

Optum Insight is seeking a dependable, professional, and patient-focused **Customer Service Representative** to support operations onsite at **Bassett Medical Center in Cooperstown, New York**. This role is responsible for handling inbound phone calls and providing timely, accurate, and compassionate support to patients, callers, physicians, medical offices, and other healthcare contacts.

The Customer Service Representative plays an important front-line role in a healthcare setting. This position combines customer service, patient registration support, appointment assistance, documentation, emergency response coordination, alarm monitoring, and communication across clinical and administrative teams. The role requires strong attention to detail, the ability to remain calm under pressure, and comfort using computer systems accurately and efficiently.

This is an **onsite position** that requires reliable attendance and **overnight availability**. The ideal candidate is service-oriented, organized, professional, and able to communicate clearly with a wide range of callers in both routine and urgent situations.

## Key Responsibilities

* Answer inbound phone calls from patients, family members, physicians, medical offices, internal departments, and other callers.
* Provide professional, courteous, and accurate customer service in a healthcare call center or hospital support environment.
* Assist patients and callers with general questions, appointment information, registration support, directions, department routing, and basic service needs.
* Support patient registration activities by gathering, verifying, and entering patient demographic, contact, insurance, and appointment-related information into computer systems.
* Assist with appointment scheduling, appointment confirmation, call routing, and communication with appropriate departments or medical offices.
* Document call details, requests, updates, and actions taken in the appropriate systems.
* Monitor alarms, alerts, or notification systems and follow established procedures for response and escalation.
* Coordinate emergency response communication according to hospital policies and department procedures.
* Route urgent calls, clinical concerns, emergency notifications, and time-sensitive issues to the appropriate personnel.
* Communicate clearly with physicians, nurses, medical office staff, administrative teams, and other hospital departments.
* Follow established scripts, workflows, escalation procedures, privacy rules, and documentation standards.
* Maintain patient confidentiality and follow HIPAA, organizational, and healthcare privacy requirements.
* Learn and use multiple computer systems, phone systems, registration tools, scheduling platforms, and documentation applications.
* Identify caller needs quickly and provide accurate information or transfer calls to the appropriate resource.
* Remain calm, professional, and helpful when handling upset callers, urgent situations, overnight calls, or high-volume periods.
* Support continuous improvement by reporting system issues, workflow concerns, call trends, or recurring caller needs.
* Maintain reliable onsite attendance and support assigned shifts, including overnight hours as required.

## Required Qualifications

* High school diploma or equivalent.
* Customer service experience in a healthcare, call center, hospital, medical office, administrative, or patient-facing environment.
* Ability to work onsite at Bassett Medical Center in Cooperstown, New York.
* Availability to work overnight shifts as required.
* Strong verbal communication and active listening skills.
* Ability to provide calm, professional, and respectful service to patients, callers, and healthcare professionals.
* Comfortable answering a high volume of inbound calls and managing multiple caller needs.
* Ability to learn and accurately use computer systems, phone systems, scheduling tools, registration systems, and documentation platforms.
* Strong attention to detail when entering patient, appointment, and call information.
* Ability to follow procedures, scripts, escalation steps, and privacy requirements.
* Ability to handle confidential patient information with discretion and professionalism.
* Dependable attendance, punctuality, and ability to work assigned shifts consistently.

## Preferred Qualifications

* Experience in a hospital, clinic, healthcare call center, patient access, patient registration, scheduling, or medical office environment.
* Familiarity with medical terminology, patient registration, appointment scheduling, insurance information, and healthcare workflows.
* Experience handling emergency calls, alarm monitoring, switchboard support, or hospital operator duties.
* Experience using electronic medical records, patient scheduling systems, call center software, or healthcare documentation systems.
* Knowledge of HIPAA and patient confidentiality requirements.
* Ability to work effectively during overnight hours with limited supervision.
* Bilingual communication skills are a plus, depending on patient and caller needs.

## Ideal Candidate Profile

The ideal candidate is patient, dependable, and calm under pressure. This person understands that callers may be anxious, confused, frustrated, or dealing with urgent healthcare concerns, and they are able to respond with professionalism, empathy, and accuracy.

The right candidate should be comfortable working onsite in a healthcare environment, answering calls throughout overnight shifts, and using computer systems to document information carefully. They should be able to follow procedures closely, communicate clearly, and know when to escalate urgent or sensitive situations.

This person should take pride in being a reliable point of contact for patients, physicians, staff, and the broader healthcare team.

## Work Environment

This is an **onsite role** located at **Bassett Medical Center in Cooperstown, New York**. The position is performed in a healthcare support, call center, hospital operator, or patient services environment and requires regular interaction by phone with patients, medical professionals, internal departments, and external callers.

The role requires overnight availability and may involve working weekends, holidays, or rotating shifts depending on operational needs. The Customer Service Representative must be able to remain focused, professional, and accurate during overnight hours and during urgent or high-volume call periods.

## Compensation and Benefits

Compensation will be based on experience, qualifications, shift requirements, location, and overall fit for the role. Benefits may include:

* Competitive hourly pay
* Full-time employment
* Health, dental, and vision benefits
* Paid time off
* Retirement plan options
* Training and professional development opportunities
* Opportunity to work in a healthcare support environment
* Opportunity for growth in patient access, healthcare administration, scheduling, call center operations, or customer service leadership

## Equal Opportunity Statement

Optum Insight is an equal opportunity employer and welcomes applicants from all backgrounds. Employment decisions are based on qualifications, experience, skills, and business needs. The company is committed to maintaining a respectful, inclusive, and patient-centered work environment.