CALL CENTER / PT ACCOUNTS REPRESENTATIVE

PURPOSE

Ensure compliance of philosophy, policies, procedures, and goals of the Clara Barton Hospital. Working to always ensure patients are treated with excellent customer service

ESSENTIAL FUNCTIONS:

1. Excellent customer service interactions with patients that are inquiring about information of Clara Barton Hospital.

2. Responsible for the incoming calls to Clara Barton Hospital

3. Ensure that patients are routed thru the hospital accurately and customer service friendly, asking key questions on what department the caller is trying to contact.

4. Attends meetings as they apply to job and/or mandatory CBH meetings as needed

5. Use scripting when talking to patients to ensure that excellent customer service skills are always

used when interacting with patients in person or on the phone.

6. Assists with monitoring of returned mail and correct mailing addresses in the hospital system.

7. Works the Fax work Q for both Admissions and Business Office

8. Perform other task as may be assigned.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCY:

Knowledge of basic standard office practices and procedures. Ability to type. Graduation from High School or equivalent. Ability to use Internet. Ability to work in a fast past environment. Bilingual is a plus.

WORKING CONDITIONS:

Physical:

Position requires manual dexterity for operating standard office equipment. Must be able to operate video display terminal and sit for long periods. Must have excellent verbal communication skills for representing the Rural Health Clinic and Clara Barton Hospital to staff, patients, and the public.

Mental/Visual:

Position requires the ability to maintain concentration and attention to detail for long periods of time in order to maintain accurate records pertaining to patient and/or account information.

Environmental:

Position functions within a normal building environment, requiring ability to adapt to periodic environmental changes, e.g., temperature, air quality, and noise.

Equipment utilized:

Daily use of standard office equipment, e.g., telephone, video display terminal, copy machine, fax machine, etc.