Customer Service Representative

Spear Physical Therapy

. Serve as a liaison between patients and therapists, focusing on customer service and access to care .

Posted 10/14/2026full-timeUnited StatesMid-LevelSenior💰 $18 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills by effectively managing patient interactions, appointment scheduling, and communication while maintaining confidentiality and adhering to HIPAA regulations. Proficient in using multi-line phone systems and managing online appointment requests to enhance patient access to care.

Highest-signal resume keywords

Customer Service ExperienceAppointment SchedulingMulti-Line Phone SystemHIPAA ComplianceExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryAppointment SchedulingPatient Demographic GatheringOffice Equipment ManipulationComputer Keyboard Proficiency

Soft Skills

WarmthPatienceCompassionTeamworkAdaptability

Tools & Technologies

RaintreeOnline Request Trackers

Certifications & Qualifications

HIPAA Eligibility

Industry Keywords

Patient CareConfidentialityOperational ImprovementsTri-State AreaSpear’s Policy and Procedure Manual

About the role

Key responsibilities & impact

Serve as a liaison between patients and therapists, focusing on customer service and access to care
Facilitate patient visits and therapist appointment scheduling
Handle appointment scheduling, including accurate data entry
Answer incoming phone calls and online appointment and contact requests
Respond professionally to calls with warmth, patience, and compassion
Answer at least 55 incoming calls and at least 20 New Patient Hotline calls daily
Take accurate, complete messages and route them appropriately
Respond to voice messages within 15 minutes
Answer online requests within 30 minutes
Maintain online request trackers with request status, appointment details, clinic, and account numbers
Make a minimum of 40 outbound calls per day
Schedule new-patient appointments according to scheduling rules
Gather patient demographic information and create accounts
Schedule follow-up appointments and reschedule or cancel appointments as appropriate
Update provider schedules with detailed notes and follow appointment-template guidelines
Mail or email patient instructions when necessary
Follow up on emails within one hour
Complete Customer Service Team tasks in Raintree
Provide five-star customer service to employees, clients, patients, and referral sources
Assist with internal and external practice marketing
Maintain confidentiality and professional interpersonal relationships
Support teamwork, adapt to changing needs, anticipate problems, and contribute to operational improvements

Requirements

What you’ll need

High school diploma or equivalent
Relevant customer service experience helpful
Excellent verbal and written communication skills
Experience with multi-line phone system helpful
Must live in the Tri-State Area (NY, NJ, CT)
Able to work all five rotating shifts: 7am-4pm, 8am-5pm, 9am-6pm, 10am-7pm, and 11am-8pm
Home internet speed of 300 MBPS or better
Able to commute into NYC for three weeks of initial training
Excellent communication skills with patients, peers, and management
Manual dexterity to manipulate office equipment and make written notations
Ability to use a computer keyboard for 25–90% of each workday
Ability to sit at a desk for 25–90% of each workday
Hearing acuity to communicate over the telephone
Visual acuity to read printed and computer-screen information
HIPAA eligibility for access to/use of PHI and EPHI based on work duties
Must read Spear’s policy and procedure manual during the calendar year

Benefits

Comp & perks

Remote work after in-person training
Monday through Friday schedule
Paid time off and leave of absence provisions
Home workstation setup with a quiet private space
Company guidelines and support for professional development through innovations and improvements