Customer Service Representative

JOB SUMMARY:

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 phones calls.

MAJOR

DUTIES AND RESPONSIBILITIES:

Communication

* Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services.

* Answers 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.

* Interviews 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.

Compliance, Policy, and Procedure

* Coordinate appointments for patients needing multiple types of healthcare services.

* Properly registers patients by verifying and obtaining accurate patient information.

* Ensures that established patients have updated contact and demographic information

* Complies with confidentiality policies, such as HIPAA, when contacting patients.

* Maintain and update patient demographic and insurance pre-registration information in scheduling system.

Patient Focus

* Provide high quality customer service on every call.

* Display empathy and sensitivity to each patient's individual needs.

* Always uses courtesy words and shows respect to each patient.

Workplace Computers and Equipment

* Creates and responds to Emails, Flags and Phone notes in the Centricity database.

* Inputs contact, demographic, and insurance information into Centricity database.

* Updates appointment reminder statuses appropriately into the Centricity database.

Dependability and Reliability

* Display time flexibility towards work shift per company needs.

Teamwork

* Promote teamwork and call center success.

* Work as a group to improve call center policies and procedures.

* Always uses courtesy works and shows respect for each member of our team.

SKILLS AND ABILITIES:

* 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.

EDUCATION AND/OR

EXPERIENCE:

* High school degree or GED required, college degree preferred.

* A minimum of 2 years of Medical Call Center experience is required.

* In lieu of 2 year experience in a Medical Call Center; a combination of 2 years non-medical call center and medical office experience is required.