Customer Service Specialist

Position Title: Customer Service Specialist Department: Front Office Position Reports to: Front Office Manager Status: Full-Time, Union Position Summary Position requires excellent customer service skills with patients, employees, and the public, including but not limiting to: offering friendly, courteous, and confidential assistance to every patient to ensure that the patient has a positive experience while at Clinica Romero. Customer Service Specialist ensures every patient feels valued and understood while working with various departments to promote patience, empathy, active listening, and timely follow-through. The individual must be flexible, organized and must be able to manage a demanding workload with accuracy. In addition, the role supports Clinica's Mission Statement and complies with all policies and procedures of the organization. The Customer Service Specialist represents CMOAR in a positive and responsible manner at all times. Responsibilities Welcomes and greets patients as they enter Clinica Msr. Oscar A. Romero. Assist patients with questions and direct them to proper departments or personnel. Answers incoming calls, takes messages, transfers calls and provides information to other departments. Manages written campaigns/broadcast messages or individual texts for target population, utilizing messaging applications and My Chart portal. Translates for patients when necessary. Assists with the increase of performance improvement measures. Assures timeliness of services to patients and looks after their comfort while on premises. Initiates phone calls to and manages communication with prospective patients, including those who lack healthcare access. Makes reminder calls to patients about upcoming appointments. Responds to patient inquiries promptly and follows up on patient issues and resolutions to ensure quality customer service. Works in conjunction with the quality improvement department, Clinic Office Managers and Directors to develop and implement strategies to better engage and retain patients. Works with various departments to implement a comprehensive community outreach and engagement plan and messaging materials. Enhances communication with patients regarding services rendered at CMOAR to improve quality service and reduce no-show rates. Responds to patient inquiries promptly and follows up on patient issues and resolutions to ensure quality customer service. Develops the use of emerging technology or media for patient engagement. Educates residents about CMOAR services, initiatives, projects, developments, and important community-related topics. Attends health fairs and community meetings to encourage potential patients to access CMOAR services. Maintains knowledge in eligibility, enrollment, and program specifications for various Medicaid and Medicare insurance programs and others. Ensures patient confidentiality and high quality customer service at all times. Other duties as assigned. Qualifications / Requirements High school graduate or equivalent. Training in a medical office or similar setting is preferred. Typing a minimum of 45 words per minute. MS Excel and EPIC experience preferable. Ability to communicate effectively, verbally and written; work without close supervision, detail-oriented and well organized. Works in a team-oriented environment and works well under deadlines. Previous experience in a community clinic setting, billing and/or collections a plus. Bi-lingual English and Spanish. Ability to handle multiple tasks and work in a busy environment. Prior experience in a call center, contact center, outbound, inside sales, and/or outreach team preferred. Excellent written and verbal communication skills. Exceptional attention to detail. Ability to provide service to individuals with diverse economic, social, racial, and cultural backgrounds. Good written and verbal communication skills, including ability to communicate effectively and with patients and family members who speak English as a second language. Able to cope with change and innovation. Ability to work collectively with other team members. Ability to multi-task and work quickly with minimal errors. Ability to transport to various locations such as outreach events, seminars, trainings, committee meetings. #J-18808-Ljbffr