Customer Service Representative

JOB TITLE:

Customer Service Representative

Gulf Bend Regional Plaza, 6502 Nursery Drive, Suite 100, Victoria TX 77904

$15/HR EEOC CODE: Administrative Support Workers FLSA STATUS: Non-exempt

Full-time;
Monday through Friday, 8:00am to 5:00pm, some on-call shifts evenings or weekends

Responsible for the registration process, delivering information regarding program eligibility, assistance in completing all necessary paperwork with customers, answering and directing phone calls and scheduling customer appointments with the appropriate provider.

Required: High School Diploma or GED equivalent.

Preferred: One-year experience working in a multispecialty group practice or healthcare system.

• Welcomes customers, visitors, and all staff.
• Answer and directs incoming phone calls as needed.
• Schedule customer appointments and follow-ups.
• Exhibits thorough understanding of Gulf Bend Center operations and menu of services and all applicable intake procedures. Explain menu of services and related paperwork (consents and customer handbooks) as needed.
• Ensure customer information is up-to-date and accurate in the Electronic Health Record.
• Educates customers on insurance coverage and related information, balances due, and other financial information.
• Identifies crisis situation and facilitates an appropriate response.
• Communicates quickly, proactively and effectively with registration team, business team and program staff to stay on top of registration process.
• Maintains awareness of waitlist, capacity and requirements.
• Collect payments when applicable and maintain the cash draw and daily deposit log.
• Provides empathetic guidance, problem solving, support, and assistance to all customers and program staff.
• Travels to Satellite Clinic and work late clinic following a scheduled rotation.
• Prepare Routing slips for appointments.

• Program Specific:
  Answering multi-line telephones in a professional and courteous manner. Ability to work in a fast-paced environment and manage simultaneous tasks and timelines. Detail-oriented. Passionate about providing quality customer service. Exhibits cooperative teamwork and always maintains calm and professional demeanor. Rotation between Adults side, Child and Adolescent side, and scheduling office.
• Communication:
  Strong written and verbal communication skills to communicate clearly and effectively with strong organizational skills and the ability to interface effectively with all levels of the organization.
• Task management:
  Ability to perform tasks effectively and efficiently and to handle multiple priorities in a confidential environment. Must have strong attention to detail. Ability to plan and schedule work and implement directives without constant supervision. Ability to plan and schedule work and implement directives without constant supervision. Must have good organizational skills to achieve multiple deadlines.
• Confidentiality:
  Ability to maintain a strict standard of confidentiality in handling sensitive information, reports, and correspondence.
• Conflict resolution:
  Ability to solve problems and resolve issues.
• Interpersonal skills:
  Interacts with employees' contractors, customers, community, family members, referral sources, governmental sponsoring and funding entities, program auditors, advocacy groups, and the media. Ability to work collaboratively with a team of staff to accomplish the efficient operation of the program by assisting coworkers, as necessary, to meet client needs and contract requirements with no verified complaints. Ability to work cooperatively and productively with supervisors, individuals, co-workers, and groups of people at all levels of activity, contributing to a strong spirit of teamwork.
  
  Ability to establish and maintain effective working relationships with staff, other agencies and the public using tact, courtesy, and good judgment.
• Code of Conduct, CORE Values:
  Work behavior must be compatible with Center's Core Values, Culture, Mission and Vision statements, and Policies and Procedures contributing to an environment of problem solving, building trust, conflict resolution, and customer service. Adheres to the professional, ethical and legal requirements set forth in the Center's business Code of Conduct as well as the Corporate Compliance Plan.
• Customer service:
  Demonstrates appropriate responsiveness to internal/external customer needs.
• Dress code:
  Adherence to Center Dress Code to present a professional appearance and conduct when representing the Center.
• Fleet:
  Completes fleet checklist as required. Report all fleet problems directly to the Program Director within 24 hours of identifying problem. Uses Geo Tab key fob in fleet vehicles and maintains road safety compliance.

• Current State of Texas Driver License or if you live in another state, must be currently licensed in that state. Liability insurance…