JOB PURPOSE

The Customer Service Representative serves our patients and families as their first point of contact with the practice.  This position is responsible for extending the utmost computerized appointment scheduling.  The position actively manages provider schedules to ensure maximum productivity each day.  Performs a variety of duties in accordance with federal, state and local regulations along with established priorities and procedures of the practice.

DUTIES & RESPONSIBILITIES

Job Tasks:

Answers the phone with a positive and professional upbeat personality with a desire to deliver outstanding service to our patients and families.

Demonstrations a can-do attitude to our customers and finds ways to accommodate their requests without the use of “no”, “cannot”, etc.

Maintains a positive, empathetic and professional attitude toward customers at all times, even in stressful situations.

Uses knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.

Listen to our customer’s requests to gain a better understanding of their needs and offer the best solutions.

Responds to customer’s inquiries in a timely manner.

Keeps record of customer’s interactions, transactions, comments and complaints.

Field and direct calls to proper departments and team members.

Schedule and coordinate patient appointments, following company protocol, procedures and provider scheduling templates.

Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information.

Responds to patients', and prospective patients’ inquiries in a courteous manner.

Verifies patient insurance coverage.

Attend staff meetings as required.

Organizes, plans, and manages time effectively.

Meets position requirements and performs essential functions.

Completes all mandatory training as required.

Performs other duties as assigned.

Quality and Customer Satisfaction:

Demonstrates commitment to superior customer experiences with a service-oriented attitude.

Collaborates with others to coordinate care, resolve concerns, and address the needs of patients, family members, physicians and employees.

Considers patient and employee safety.  Takes initiative to identify and eliminate risks.

Respects and considers patient rights to privacy and complies with all HIPAA guidelines for maintaining confidentiality.

Interpersonal Skills:

Communicates professionally and appropriately at all times.

Builds strong working relationships with co-workers and other staff while recognizing individual talents and perspectives.

Identifies, analyzes and solves problems.

Accountability and Productivity:

Accepts responsibility for decisions and actions.

Utilizes appropriate resources to effectively and successfully execute responsibilities.

Adheres to regulatory and company policies and procedures.

QUALIFICATIONS

• High school diploma or equivalent.
• Prior medical practice experience preferred.
• Knowledge and prior experience with insurance verifications and patient accounts preferred.
• Computer proficient with working knowledge of computer applications. Prior experience with EMR preferred.
• Ability to speak, read and write effectively.         
• Demonstrates proper telephone etiquette.
• Must possess excellent customer service, communication and organizational skills.
• Ability to work independently without direct supervision.
• Ability to coordinate, analyze, observe, make decisions, and meet deadlines, in a detail-oriented manner.

MACHINES AND EQUIPMENT USED

• General office equipment such as telephone, copy machine, fax machine, scanner, personal computer.

WORKING CONDITIONS

• Indoor, temperature controlled, smoke free environment.
• Exposure or potential exposure to blood and bodily fluids may be required.
• May at times work under stressful situations.
• Handicapped accessible.

Physical requirements

• Good visual acuity and ability to verbally communicate.
• Ability to lift, lower, push, pull, and retrieve objects weighing a minimum of 10 pounds.

DIRECT REPORTS - None