Customer Care Representative

Job Description

Job Description

Overview

Under the direct supervision of the Customer Care  Manager , this position is responsible for timely and accurate recording of patient demographics, insurance information, patient scheduling, and appropriate transfers.

Customer Care Representative Qualifications:

Minimum: The following qualifications are the minimum necessary to adequately perform this job. However, any equivalent combination of experience, education, and training that provides the necessary knowledge, skills, and abilities would be acceptable, subject to any legal and/or regulatory requirements. Must be able to sit, stand and walk for long periods. Ability to read and understand the English language. Ability to effectively maintain confidentiality of records and communicate with all levels of personnel

Languages : Bilingual. Spanish speaking. 

Experience: One year of clerical experience in medical office setting required. Other related experience may be considered in lieu of medical office experience.

Additional skills preferred:  Proficient in use of all computer software utilized in practice

Education: High School Diploma or GED certificate required

Certifications: None

Additional skills required: Knowledge of medical office software for the following: updating patient demographic information, scheduling and call transfers. Requires excellent verbal communication skills. Must be able to work with changing priorities. Requires excellent organizational, problem solving and critical thinking skills. Must be able to interact with individuals of all cultures and levels of authority. Requires the ability to maintain confidentiality. Must be able to function as part of a team. Must possess initiative. Basic medical terminology required, knowledge could be obtained through formal classes or work experience.

Customer Care Representative Key Responsibilities: 

1. Must be able to interact with individuals of all cultures and levels of authority by answering phones or face-to-face greeting.

2. Must be able to schedule patient appointment under guidelines of administration

3. Must be able to problem solve and have critical thinking skills

4. Must be able to explain policy and procedures to patients and staff

5. Must be able to interview patient to obtain personal and financial information

6. Must be able to understand and maintain patient confidentiality

7. Utilize PMG System:

- Schedule patient appointments

- Update patient demographics & Insurance

- Register new patients

- Query for patient financial records

8. Must be able to provide referral information to the appropriate departments and staff

9. Must be able to complete basic patient assessments prior to transferring patients to the triage department

10. Perform other duties as assigned

Kintegra Health Core Requirements:

1. Patient First –  An approach to care that holds primary, the well-being and desires of the patient

2. Build not Blame –  Focusing first on finding fault with the process rather than the person

3. Integrity and Honesty – Fostering an acceptance of openness, honesty, and fairness in words, deeds and the use of organizational resources judiciously for both internal and external customers

4. Cooperation and Flexibility –  Related to an internal believe that we function as part of an interdependent team with only shared gains or losses thereby committed to assisting whenever possible beyond the prerequisite job description

5. Culturally Sensitive –  Always working toward increasing one’s ability to understand, communicate with, effectively interact and care for people across cultures, while having an acute awareness of one’s own culture.