Customer Care Associate - Enka​/Candler Center Medicine

JOB SUMMARY:

The Customer Care Associate will serve patients by assisting with check-in and check-out responsibilities and appointment scheduling while providing an excellent patient experience.

SPECIFIC RESPONSIBILITIES:

Check-in patients via phone or live Update patients demographic and insurance information

Verify insurance as needed

Collect payments and reconcile cash drawers as assigned

Refer patients to financial advocates as needed

Prepare and provide appropriate patient paperwork

Respond to walk-in patient needs

Monitor waiting room for delays

Check-out patients

Schedule appointments

Provide patients with clinical summary following visit

Coordinate interpreting services for patients

Reconcile appointments

Answer phones, checks voicemails, monitors phone volume

Collects and distributes mail

Scan and fax documents

Monitors appropriate electronic health record inbox and provides follow-up Participates in orientation of new staff

Float in between front desk and scheduling areas as needed

Provide satellite coverage as assigned

Participate in process improvement of new and existing workflows

Actively embraces and supports divisional and organizational initiatives

Participate in outreach initiatives, community events, and seasonal clinics KEY

COMPETENCIES:

Communication Skills Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

Decision Making Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

Health Care Knowledge Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate. This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

Interpersonal Skills Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

Organizational Values Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need.

Problem Solving Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a…