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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.


* A minimum of 2 years of Medical Call Center experience is required.


* In lieu of 2 year experience in a Medical Call Center; a combination of 2 years non-medical call center and medical office experience is required.


Posted
04/27/2022
Salary Range
$22,000.00 - $33,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
Baltimore, MD, 21276, US