Customer Service Representative

Customer Service Representative

24 days ago Requisition

Salary Range: $17.65 To $20.99 Hourly

Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites. Serves as the point of entry for answering incoming phone calls.

• Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services.
• Answer calls in a timely manner to assist with maintaining a high level of quality service.
• Provide patients with information on physicians, available services provided, and directions to all of our locations.
• Answer patients or physicians questions pertaining to appointments and services provided.
• Interview callers to obtain full understanding of what information is being requested.
• Responsible for satisfying the customer’s scheduling needs and striving for first call resolution.

• Coordinate appointments for patients needing multiple types of healthcare services.
• Properly register patients by verifying and obtaining accurate patient information.
• Ensure that established patients have updated contact and demographic information.
• Comply with confidentiality policies, such as HIPAA, when contacting patients.
• Maintain and update patient demographic and insurance pre-registration information in the scheduling system.
• Provide high quality customer service on every call.
• Display empathy and sensitivity to each patient’s individual needs.
• Always use courtesy words and show respect to each patient.

• Create and respond to Emails, Flags and Phone notes in the Centricity database.
• Input contact, demographic, and insurance information into the Centricity database.
• Update appointment reminder statuses appropriately in the Centricity database.

• Display time flexibility towards work shift per company needs.

• Promote teamwork and call center success.
• Work as a group to improve call center policies and procedures.
• Always use courtesy words and show respect for each member of our team.

• Ability to type 35 wpm (preferred).
• Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies.
• Requires ability to work with diverse people and deal effectively with angry and/or upset customers.
• Knowledge of MS Word, Excel, and MS Outlook preferred; EMR experience is a plus.
• Bilingual – English and Spanish preferred.

• High school degree or GED required, college degree preferred.
• Required:
  
  A minimum of 2 years of customer service experience, medical office preferred.