Customer Support Associate

Description

Customer Support Associate 

Unity is seeking a Customer Support Associate to join our dedicated team. Reporting to the Administrative Support Supervisor, this individual will serve as the first point of contact for patients, families, staff, and external providers. The ideal candidate will possess excellent communication skills, a compassionate demeanor, and a commitment to providing exceptional customer service in a fast-paced environment.

As the leader in end-of-life care, Unity Hospice is committed to attracting and retaining a diversified workforce consisting of motivated, engaged, and mission-driven staff members. We are dedicated to a culture reflective of our core values of Excellence, Collaboration, Integrity, Compassion, and Accountability. Working for Unity Hospice is a calling, and the people who answer are filled.

Schedule: Full-time, Monday–Friday, 8:30 a.m.–5:00 p.m. This is an in-office position located at Unity’s Administrative Building in De Pere, WI. 

Essential Job Duties and Responsibilities: 

Reporting to our Administrative Support Supervisor, Unity’s Customer Support Associate will perform various duties while providing excellent customer service, keeping our patient and family experience at the forefront. The Customer Support Associate will interact with patients, family members, Unity staff, and other external providers via telephone to direct patient phone calls appropriately, as well as receive, and relay messages for patients and staff.

• Provide outstanding customer service while answering and directing incoming phone calls that may often be sensitive in nature.
• Treat Unity staff, patients, and patient’s families with respect with each interaction.
• Recognize areas for process improvement and take initiative on procedure updates with little or no guidance.
• Act as a lead for small projects, as assigned.
• Collaborate with team members and colleagues throughout the organization to perform various assignments for other departments.
• Engages as a team player and can also succeed independently with little to no supervision.
• Maintain and enhance professional and technical knowledge as it pertains to the Customer Support Associate role.
• Abide by HIPPA Rules and Regulations, as well as Unity’s Rules, Regulations and Guidelines.
• Other duties and projects, as assigned.

Why Unity? Unity is dedicated to supporting your well-being, growth, and success with a range of valuable benefits!

Health: We provide comprehensive health benefits, including medical, dental, and vision insurance, Health Savings Accounts, and flexible spending options for medical and dependent care. On-site health risk assessments and flu shots are also available to keep you and your family well.

Life: Unity values work-life balance, offering paid time off, extended illness and injury bank, bereavement leave, an Employee Assistance Program, and fitness membership reimbursement to support your personal needs and interests outside of work.

Security: For your financial peace of mind, Unity offers a 403(b) retirement savings plan, group life insurance, voluntary life insurance, as well as accident, critical illness, and disability insurance options.

Compensation: We reward your skills and commitment with competitive pay, overtime opportunities for hourly roles, and mileage reimbursement.

Career: Grow with Unity through internal and external learning opportunities, education assistance, and leadership development programs designed to support your professional journey.

All new employees are eligible for benefits on the first of the month following their date of hire. 

For a full list of benefits: https://unityhospice.org/careers

Choose Unity as the place to grow your career, make a meaningful impact, and be valued every step of the way. Apply today to join a team that invests in you, both personally and professionally. 

Requirements

Minimum Qualifications & Certification/Licensure: 

1. Minimum of high school diploma/GED or equivalent work experience; associate degree preferred.
2. Minimum of two years of experience in a health care setting preferred.
3. Minimum of 45 WPM.

Knowledge, Skills, and Abilities:

• Computer proficiency (MS Office – Word, Excel, and Outlook)
• Ability to communicate effectively, both verbally and in writing.
• Perform other job-related duties as assigned. 
• Ability to adjust to frequently changing demands.
• Ability to communicate effectively with people of diverse backgrounds and ages.
• Strong organizational skills and attention to detail.
• Advanced technical/computer skills with the ability to use at least 2 or 3 different programs simultaneously. Proficiency in Word, Excel, Outlook a plus.
• Strong work ethic with a professional, positive attitude.
• Ability to prioritize workload and thrive in a fast-paced environment.
• Effective organization and time management skills