Customer Service Rep

Basic Function: Provides Customer/Patient service to all patients of CHC facilities. Responsible for performing a variety of clerical duties relating to the day-to-day operations of the front office. Greet patients in a professional, friendly, hospitable manner. Updating and organizing of information in the patients’ charts. Responding to inquiries and requests from staff personnel.

Essential Functions:

1. Maintain professionalism and excellent customer service at all times with patients, caregivers, and other staff.
2. Speak clearly, distinctly and professionally on telephone and face to face patient encounters.
3. Answer a multiline telephone in a professional manner.
4. Maintenance task relating to EPM appointment scheduling.
5. Maintenance task relating to EHR Telephone Template.
6. Maintain open communication with other clinic staff to ensure appropriate patient flow.
7. Work as a team player and be willing to assist co-workers in other duties within his/her capabilities, to aid the clinic team in providing good, efficient patient care.
8. Maintenance tasks relating to the EPM/EHR system to ensure accuracy and current data; including UDS and insurance/financial information.
9. Handle registration and check out of patients at the reception desk.
10. Maintenance tasks relating to chart accuracy and current chart data.
11. Collection of co-payments, deductibles and patient balances as appropriate. Have general understanding of financial programs available.
12. Work with support staff to ensure appropriate patient flow.
13. Appropriately code daily charge slips as needed. Ensure that all charge tickets are completed, including provider signature as needed for self -pay patients.
14. Answer the telephone in a professional manner; direct calls to appropriate individuals and/or document messages as required in EHR.
15. Stock all front office machines on a daily basis; fax, copier, and printers.
16. Fax and photocopy information as needed.
17. Prepare front office for opening/closing of business.
18. Close out cash drawer nightly. Reconcile monies. Prepare deposit slip. Lock securely for evening.
19. Direct all uninsured and underinsured patients to Patient Financial Services.
20. Maintaining daily batch scanning in Document Management for patient charts.
21. Mail daily no show appointment letters.
22. Complete reminder appointment phone calls on a daily basis.
23. Complies with CHC Standards of Conduct, Code of Conduct and Corporate Compliance.

Secondary Functions:

1. Understands role in Disaster plan and that safety is a condition of employment.
2. Follows CHC’s policies and procedures.
3. Serves on various CHC and community committees as required/requested.
4. Attends meetings, seminars, and conferences as appropriate to ensure skills and knowledge remains current.
5. Using PPE as appropriate.
6. Other duties as assigned.