CUSTOMER SERVICE REPRESENTATIVE (CALL CENTER)

Customer Service Representative

The purpose of the Customer Service Representative is to be responsible for successfully managing large amounts of inbound and outbound calls. This will include following communication scripts, handling different topics, and acting as a liaison between our company and our patients. In addition, you will be responsible for evaluating all documents to ensure that appropriate information has been obtained for billing purposes.

Position Requirements / Qualifications:

Education/Experience: High School Diploma or GED preferred. Certified as a Medical Assistant in the State of Florida preferred. 2 years minimum of experience in customer service preferred.

Licensure / Certification: Maintain current CPR certification from the American Heart Association.

Skills / Ability: Ability to work as a team member. Must have clerical skills, ability to type 20 - 30 wpm. Must have knowledge of math, operation of calculator; telephone etiquette, human relation skills and organizational skills. Must be computer literate. Ability to demonstrate effective oral and written communication skills.

Position Responsibilities (This is a non-exempt position):

• Receives requests by mail, telephone, or in person regarding Medical Records, Pharmacy, Managed Care and Medical Services (Primary Care, Dental, Behavioral Health).
• Responds to inquiries from patients, providers and/or others for information and assistance.
• Performs research to respond and resolve patient inquiries.
• Independently responds to inquiries, grievances, complaints ranging from routine to moderate complexity.
• Handling patients, referral sources, and administrative department inquires.
• Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty.
• Researches files for previous enrollment in CHI computer system before creating a new medical record number.
• Re-new or update existing client's profiles as per guidelines issued by Community Health of South Florida.
• Complete statistical data and submit daily.
• Completes tasks in Intergy, Solutions Reach, Patient Portal in a timely fashion.
• Reviews Quality Care Guidelines/Patient Reminder print-out to identify overdue items e.g. Advance Directives, Learning Needs Assessment, Depression Screening, etc.
• Verifies Medicare, Medicaid and all other insurance carriers.
• Schedules transportation appointments for patients in transportation software.
• Schedules patient appointments in Intergy, Dentrix and Credible accurately.
• Documents patient's information in EHR systems accurately and in accordance with HIPPA regulations.
• Use appropriate and correct telephone etiquette at all times.
• Participates in Continuing Educational In-services and Performance Improvement Activities.
• Reports to work on time and ready to work with minimal absenteeism.
• Adheres to the Confidentiality Policies and Procedures / HIPAA Regulations.
• Performs other duties as assigned, including variable shifts if needed.