Customer Experience Specialist

Job Summary The Customer Experience Specialist is responsible for providing exceptional customer service while addressing a high volume of telephonic customer inquiries. CES provides superior patient experience for incoming patient and community partner calls. Additionally, the CES performs critical follow-up phone calls to all patients seen within the facilities. Essential Job Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Provide exceptional customer service while managing a high volume of telephonic inquiries from GEMD patients and community partners. Identify and address customer needs, routing challenges to the appropriate resource. Obtain patient demographics and register patients for appointments using designated software. Verify patient benefits and accurately quote out of pocket costs based on real-time benefit eligibility. Maintain appropriate documentation for telephonic inquiries. Utilize designated scripting and protocols. Assist in completion of Medical Records Requests Manage PHI in accordance with all applicable HIPAA rules and regulations. Adhere to organizational protocols and values. Positively and respectfully communicate with team members. Perform outbound follow-up calls to patients seen within facilities. Effectively communicate with Facility teams via phone and electronic messaging. #J-18808-Ljbffr Sanitas Medical Centers