Lead 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 for both English and Spanish Call Queues.  Provides coverage for the Provider Call Queue as needed. Conducts side-by-side training of Customer Service Representatives (CSR) in the call center.

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.

• Ensure new CSRs have completed side-by-side training and are aware of all scheduling resources.

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. 

• Provide periodic training of CSRs on updated policies as needed.

• Cover the Provider call queue as needed, faxing documents while ensuring HIPAA compliance, sending appropriate phone notes with appropriate urgency, and handling STAT calls as appropriate. 

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.

• Work on-site daily during new hire side-by-side training.  

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:

• Demonstrates versatility in training delivery by modifying. approach, tone, and methods to ensure each new hire achieves competency.

• Consistently models and promotes a culture of quality and excellence.

• Driven by a strong desire to exceed expectations and inspire excellence in those being trained

• 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:

• Required: High school degree or GED

• Preferred: college degree 

• Required: A minimum of 4 years of customer service experience, medical office preferred

• Required: 1 year of leadership experience or two years of training experience

• Preferred: Previous call center experience

WORKING CONDITIONS/PHYSICAL DEMANDS:

Work is typically performed in an office environment. 

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.