Customer Experience Specialist

Job Summary

The Customer Experience Specialist is responsible for providing exceptional customer service while addressing a high volume of telephonic customer inquiries. CES provides superior patient experience for incoming patient and community partner calls. Additionally, the CES performs critical follow-up phone calls to all patients seen within the facilities.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide exceptional customer service while managing a high volume of telephonic inquiries from GEMD patients and community partners.
• Identify and address customer needs, routing challenges to the appropriate resource.
• Obtain patient demographics and register patients for appointments using designated software.
• Verify patient benefits and accurately quote out of pocket costs based on real-time benefit eligibility.
• Maintain appropriate documentation for telephonic inquiries.
• Utilize designated scripting and protocols.
• Assist in completion of Medical Records Requests
• Manage PHI in accordance with all applicable HIPAA rules and regulations.
• Adhere to organizational protocols and values.
• Positively and respectfully communicate with team members.
• Perform outbound follow-up calls to patients seen within facilities.
• Effectively communicate with Facility teams via phone and electronic messaging.