Customer Service Representative- Medical

Purpose:

• The Customer Service Representative (CSR) is responsible for a variety of office tasks necessary to provide medical services at WWFHC. These tasks include, but are not limited to: appointment scheduling, patient intake, fee calculation and collection, electronic and manual filing, accurate chart preparation and updating, maintaining and balancing a cash drawer, insurance enrollment and verification, applying appropriate codes, checking out patients, answering phone calls, and other duties as assigned by supervisor.

PART I: ESSENTIAL POSITION FUNCTION AND DUTIES

1. Required to be in their assigned work area at all times except for designated breaks or lunch.
2. Welcomes and greets guests in a timely fashion and notifies the appropriate staff of the guest’s request.
3. Welcomes and greets patients, completes the check-in and intake process in a timely matter.
4. Must monitor lobby area a minimum of every 30 minutes to ensure all visitors have been served.
5. Answer telephone calls in a timely and professional manner and complete the caller’s request and if unable to do so, find someone who is able to do so.
6. Answer patient questions and address complaints, and when necessary request supervisory or management support.
7. Daily and constant monitoring that all providers’ schedules meet required protocols. Correct errors as needed.
8. Schedule and/or reschedule all appointments in conjunction with approved protocol for calls and walk-ins.
9. Make patient calls for range of purposes, including but not limited to confirmation of appointment, no-show appointment, change of insurance status, and reminder calls.
10. Register new patients with thorough and complete entries of all demographic, insurance/income assessment information. 

PART II: CLINIC WIDE RESPONSIBILITIES

Customer Relations:

1. Treats guests, patients, physicians, and other employees with care, courtesy, and respect.
2. Responds quickly and appropriately to customer request.
3. Looks for and suggests ways to better meet customer needs.
4. Answers clinic communications systems promptly and with courtesy and respect.
   
   

Teamwork:

1. Works cooperatively within own department and other areas.
2. Willingly accepts additional responsibility – tries to make others job easier.
3. Responds quickly to request for assistance.
4. Required to work closely with patients and associates.
5. Interacts with other departments on problem issues.
6. Accepts feedback from patients, visitors, clinic employees, physicians and general public.
   
   

Communications:

1. Keeps appropriate people informed.
2. Speaks and writes clearly, concisely, and appropriately for need.
3. Listens carefully.
4. Communicates tactfully.
5. Understands that all confidentiality and privacy considerations are respected and fostered at work and off duty.
   
   

Self –Management:

1. Presents a positive image of Western Wayne Family Health Center at all times.
2. Carries out assignments with little need for direction.
3. Timeliness.
4. Maintains confidentiality.
5. Provides proper notification of absence and tardiness.
6. Works weekends and shifts when necessary.