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