Customer Experience Representative

Overview HR HealthCare Patient Services Customer Experience Representative supports customer service, patient intake and operations processes by the following duties. The Customer Experience Representative shows organizational, time management, and communication skills to properly perform their tasks. Customer Experience Representative reports directly to Customer Experience Manager. This is an onsite in-office position, Monday through Friday (8:30AM-5:00PM), based at our office located in Orange Beach, AL. Essential Functions Manages Customer Re-orders to ensure prompt delivery of patient products. Maintain a patient load of approximately 300-600 patients (35 patients contacted per day). On days that require more than 35 patient contacts, CER will utilize the help of additional CERs/CEL/OM. Review patient files to ensure all documents are present and up to date prior to contacting the patient. Documents include prescriptions, medical records, patient handouts, and Prior Approvals. If any document is within two months of expiration, notify the patient that they must schedule a doctor’s appointment. Develop and confirm that the patient has had a physician encounter, and consult with Medical Records Specialist to ensure timely reception of medical records and prescriptions. Once documents are reviewed, contact the patient to enquire about the need for re-order. Confirm all products needed, the quantity on hand, whether the patient is in an active Home Health episode, and any address or insurance changes prior to order. After confirmation of Order, process the Sales Order and Purchase Order and confirm the order has been sent to the appropriate fulfillment agent. Qualifications Excellent customer experience skills. Ability to make ~35 outbound phone calls a day to patients. Medical office and/or healthcare administration experience preferred. High level of verbal communication skills required. Data Entry experience (Brightree or Epic preferred). Maintain confidential patient files and medical records. Dependability. Organization. Independence. Team player. Microsoft Office skills (Word, Excel, Outlook). #J-18808-Ljbffr