Customer Service Representative

JOB SUMMARY:

Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites. Serves as the point of entry for answering incoming phones calls.

MAJOR DUTIES AND RESPONSIBILITIES:

Communication

• Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services.

• Answers calls in a timely manner to assist with maintaining a high level of quality service.

• Provide patients with information on physicians, available services provided, and directions to all of our locations.

• Answer patients or physicians questions pertaining to appointments and services provided.

• Interviews callers to obtain full understanding of what information is being requested.

• Responsible for satisfying the customer’s scheduling needs and striving for first call resolution.

Compliance, Policy, and Procedure

• Coordinate appointments for patients needing multiple types of healthcare services.

• Properly registers patients by verifying and obtaining accurate patient information.

• Ensures that established patients have updated contact and demographic information

• Complies with confidentiality policies, such as HIPAA, when contacting patients.

• Maintain and update patient demographic and insurance pre-registration information in scheduling system.

Patient Focus

• Provide high quality customer service on every call.

• Display empathy and sensitivity to each patient’s individual needs.

• Always uses courtesy words and shows respect to each patient.

Workplace Computers and Equipment

• Creates and responds to Emails, Flags and Phone notes in the Centricity database.

• Inputs contact, demographic, and insurance information into Centricity database.

• Updates appointment reminder statuses appropriately into the Centricity database.

Dependability and Reliability

• Display time flexibility towards work shift per company needs.

Teamwork

• Promote teamwork and call center success.

• Work as a group to improve call center policies and procedures.

• Always uses courtesy works and shows respect for each member of our team.

SKILLS AND ABILITIES:

• Ability to type 35 wpm preferred.

• Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies.

• Requires ability to work with diverse people and deal effectively with angry and/or upset customers.

• Knowledge of MS word, Excel, and MS Outlook preferred; EMR experience is a plus

• Bilingual - English and Spanish preferred.

EDUCATION AND/OR EXPERIENCE:

• High school degree or GED required, college degree preferred.

• Required: A minimum of 2 years of customer service experience, medical office preferred

• Preferred: Previous call center experience