Customer Service Representative - job 1 of 2

Responsibilities:

-Responds to a high-volume of incoming and outgoing telephone calls and faxed referral

-Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.

-Facilitates communication between the patient and the physician or clinic

-Delivers expert knowledge regarding clinic-specific processes

-Accurately documents and routes calls to the proper department

-Identifies urgent customer needs or operational issues, and escalates appropriately

-Works with care teams, patients, and outside facilities to obtain necessary information required for care.

-Communicates with the care team and support staff on various patient issues.

-Obtains and updates insurance information.

-Meets all regulatory and compliance standards

-Delivers high-level of customer service

-Follows documented protocols and guidelines

-Meets and exceeds departmental quality assurance standards

-Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services

-Uses functionality of the telephone system as required

-Other departmental duties as assigned

Knowledge and Skills:

-Type 40 words per minute

-Excellent customer service skills

-Knowledge of medical terminology

-Demonstrated knowledge of proper English grammar in speaking and writing

-Effectively listen to resolve patient's/customers inquiries

-Maintain respect and composure in stressful situations

-Navigate complex software tools and accurately input data

-Effectively document caller notes into the medical record

-Ability to adjust communication to fit the needs and level of understanding of the receiver

-Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.

-Working knowledge of EPIC or other patient/customer database

-Ability to apply C-I-CARE to work

Minimum Qualifications:

-High School Diploma or GED equivalent experience

-1 year of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment

Job Types: Full-time, Contract

Salary: $22.00 - $26.00 per hour

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person