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Job Summary:
The Customer Service Representative position requires excellent interpersonal and customer service skills. Must be courteous and helpful; possess the ability to meet and speak with the public as the “first contact” of the clinic while aligning their duties with Mission and Core Values.
Supervisory Responsibilities: N/A
Essential Duties and Responsibilities:
- Acknowledges and assists everyone who walks in the door while maintaining eye contact, a smile and providing a professional greeting
- Communicates with customers to resolve problems and concerns while informing customers of delays in a courteous, professional, and timely manner using appropriate pronouns
- Provides all customers with consistent quality service in accordance with Core Values and Standards of Customer Service
- Keeps Manager informed of office equipment upkeep/maintenance
- Maintains accurate demographic, insurance, and guarantor information at every patient visit
- Identifies and refers patients who require program assistance to Care Coordinator Specialist (CCS)
- Collects all payments due on patient accounts and assures journals are closed and balanced daily
- Answers all incoming calls and engages with patients by always upholding Quality Standards
- Performs Registration, Check-in Duties, and Operator duties (Refer to workflows in Practice Management Sharesite)
- Responds to all forms of communication (Email, Tasks, Etc.) according to communication policy
- Collects all registration documents required prior to patient leaving the office (Consent to Treat, Insurance Card, ID, Registration Form)
- Understands the organizations commitment to provide high quality patient care
- Promotes a Patient centered environment
Qualifications:
Minimum Qualifications (Education and Experience):
- Diploma from an approved High School or GED equivalent
- Minimum one-year Customer Service experience is preferred
- Minimum one-year experience operating a multi-line telephone or switch board system is preferred
- Previous experience with Medical Terminology is preferred
- All staff that is presently working within a clinic is required to have a Current and Valid CPR and First Aide certification on file with the Human Resources Department. This is for clinical and administrative staff. This new license requirement is mandatory for continued employment, CPR and First Aide certification must be obtained through the American Heart Association. Internet certificates do not comply and for this reason are not valid.
Knowledge, Skills and Abilities:
- Excellent oral and written communication skills.
- Effective interpersonal skills.
- Bilingual in Spanish/English
- Ability to operate office equipment (i.e. computer; copier; scanner; fax machine and credit card machine)
- Ability to use Microsoft Office and Windows.
- Possesses effective listening and problem-solving skills
- Attention to detail and accuracy
- Demonstrates Initiative and ability to multi-task
- Maintains composure during high stress situations
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