Customer Service Specialist

Job Requisition #: JR69603

End Date: 9/23/2023

Location: Elkton, Maryland

Position Type: Clerical/Administrative/Billing

Shift: Day Shift, No Rotation

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PRIMARY FUNCTION:  To answer all incoming calls in a timely manner, process and route them according to nature of call.


Answer high-volume inbound customer calls via an automated phone system while demonstrating exceptional customer skills

Make outbound calls to patients, practices, pharmacy and external/internal departments as needed

Utilize resources to troubleshoot and resolve patient issues

Establishes positive relationships with patients by demonstrating knowledge of patient history, compassion and responding to individual needs.

Handles stressful patient/customer situations appropriately and delivers seamless patient/customer service.

Ensure patient/family confidentiality, safety and security

Utilizes knowledge of schedules and protocols

Uses proper billing area/appointment location

Cancels/reschedules appointments as needed and changes appointment status in Revenue Cycle

Communicate effectively and professionally with patients, healthcare professionals, and other caregivers

Process phone messages timely to ensure patient safety and quality

Schedule appointments according to Cecil Access Center scheduling guidelines

Ensures documentation of call is detailed and accurate

Demonstrates sound judgement of escalating urgent calls

Utilization of computer, i.e., scheduling module and EMR

Enter patient demographics

Ability to multi-task with typing and talking simultaneously

Routing calls appropriately

Utilizes CCHS HEAT methodology when service issues arise

Interacts with patients, physicians and staff to provide accurate communication

Performs assigned work safely, adhering to established departmental safety rules and practices

Reports to Supervisor in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Performs other related duties as required.


High School graduate

Prior call center, customer service and medical office related experience preferred.

Computer and key boarding skill required

An equivalent combination of education and experience may be substituted


Knowledge of medical terminology

Knowledge of physician office systems and practices

Knowledge of computer skills and key boarding

Knowledge of communication center skills

Excellent oral and written communication skills

Strong customer service skills with the ability to resolve patient concerns

Ability to maintain patient confidential information

Ability to exercise judgement, tact and diplomacy

Ability to handle irate callers, defusing the situate and when to elevate to the next level

Ability to display excellent customer service skills

Ability to establish and maintain effective working relationships with employees, co-workers and management

Ability to maintain regular, consistent and professional attendance, punctuality and appearance

Ability to work as an effective team member

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

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Fall in Love with Your New Career

Monday, September 25
9:00 a.m. – 6:00 p.m.

Christiana Hospital – Ammon Center
4755 Ogletown-Stanton Road
Newark, DE 19718

Learn more about opportunities at ChristianaCare at this in-person event.

Register Now
Fall in Love with Your New Career
event preview image

Fall in Love with Your New Career

Monday, September 25
9:00 a.m. – 6:00 p.m.

Christiana Hospital – Ammon Center
4755 Ogletown-Stanton Road
Newark, DE 19718

Learn more about opportunities at ChristianaCare at this in-person event.

Register Now
Fall in Love with Your New Career

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.


ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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Our Region

A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located between Philadelphia and Washington, D.C., our locations provide easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

Why Delaware? Why Maryland?

We Serve Together

For the Love of Health

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