Customer Care Specialist

Customer Care Specialist

OE Heath Brook 48 1000 - Ocala, FL 34474

Job Summary

This individual is responsible for welcoming patients to the practice, treating all patients in a professional and courteous manner, managing physician clinic schedules, triage coordination and appointment confirmations.

Education and Experience

High school diploma or equivalent. Medical experience preferred.

Essential Skills and Abilities

• Excellent customer service and communication skills.
• Ability to work as a team member.
• Management of multiple tasks simultaneously.
• Motivation to succeed.
• Empathetic personality giving attention to patient's needs and concerns.
• Strong organization with attention to detail.
• Respectful treatment of patients and co-workers.
• Ability to demonstrate company core values on a consistent basis

Responsibilities

Appointment Scheduling

• Greeting everyone in a pleasant and professional manner when calling or answering a patient call.
• Creating a rapport with the patient when scheduling appointments and communicate with them, as needed.
• Evaluates chart data to verify all information is correct and the appointment is scheduled correctly by set guidelines.
• Confirm appointment with the patient and set patient expectation for the visit.
• Ensures that proper authorization or referral is collected from the patient.
• Assists patients in obtaining authorization or referrals that have not been received by the practice.
• Enters all new patient demographic information into the computer.
• Other task and duties as assigned by PSC.

Schedule Management

• Manages the clinic schedules and balances patient load by working appointment tasking and reviewing schedules.
• Confirms appointments with the patient.
• Proactively evaluated the appointment for potential errors. For example, all prior orders are complete.
• Manages external/internal consults.
• Manages all request from provider for example, prior records request.

Triage Coordination

• Single point of contact for the patient, organize and communicate instructions for follow-up.
• Refill request.
• Assess and schedule urgent triage or automatic work-ins.
• Communicate with the POD through the day for triage guidance.

Physical Demands

• Sit for long periods of time.
• Constantly operate a computer and other office equipment such as copier, fax machine, etc.
• Ability to communicate information that is well understood while simultaneously listening to important information.
• Regular use of the telephone and e-mail for communication is essential.
• Lifting various office supplies or equipment up to 10 lbs.