Customer Service Representative

Job Title

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.

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 words 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.

Required: A minimum of 2 years of customer service experience, medical office preferred

Preferred: Previous call center experience