Customer Service Specialist

Nashville General Hospital is hiring for a Customer Service Specialist for Patient Access Services as a full-time job in Nashville, Tennessee. 

Shift: Day Shift

The Customer Service Specialist sets the tone for a great patient experience by providing exceptional customer service. In this role, you will make each patient’s encounter as positive as possible, respond in a prompt and empathetic manner to meet patient’s needs. As a Customer Service Specialist, you will be responsible for answering incoming calls for our various clinics in a high-volume call center. Customer Service Representatives/Specialists triages calls and directs calls/communications to the appropriate department. The Customer Service Specialist will be a resource for their teammates and customers, a subject matter expert for medical questions/conditions for the clinics he/she serves in order to best triage the customers calls and direct the call appropriately.


Customer Service Specialist Roles and Responsibilities  

• Self-motivated learner, with a positive attitude, sense of optimism, ownership, and commitment.
• Properly greet callers, collect and or provide information based on purpose of call and script requirements.
• Assist callers/patients as needed, find solutions to questions, and provide amazing contact experience.
• Willingness to come in and help people every day and get up and do it again tomorrow.
• Handle all aspects of calls.
• Ability to use proper language, grammar, and style, in verbal and written communications.
• Ability to understand basic health care industry terms (e.g., primary care, provider, benefits, HIPAA).
• Ability to build relationships with providers and all customers within and outside of Nashville General
• Hospital and Nashville Healthcare.
• Ability to understand medical terminology and be able to properly triage patients’ needs by answering calls timely while following a script.
• Be able to educate, communicate and, transfer calls through the phone system and/or create messages through out EMR system.
• Ability to research information using available resources, reference FAQs, and other information resources.
• Quick and accurate keyboard typing and navigation with mouse.
• Respond to customer emails and other non-phone inquiries/communications.
• Complete any required data entry, call logging and or reporting.

Required Skills and Qualifications:   

• Graduate of a Medical Assistant or Nursing Assistant Program required
• Certified MA or CNA clinical experience required
• Clinical scheduling experience or equivalent required
• High School Diploma or equivalent
• Demonstrated proficiency with Microsoft Office programs such as Excel, Word, and Outlook.
• Demonstrated proficiency with EHR/EMR, preferred experience with Paragon and eCW.
• Previous successful experience in a healthcare clinic/ medical office environment or customer service role preferred.
• Call Center experience, preferred.
• One year of related experience, preferred.
• Associates degree preferred

• Medical, Dental, and Vision Insurance within first 31 days of employment
• Programs to reduce share of deductible and total out-of-pocket expenses
• Metro Health Incentive Program - Access to high quality healthcare without incurring out-of-pocket expenses (see NGH providers without co-pays)
• Short and Long-Term Disability - up to 60% of eligible weekly pay
• Life Insurance - Metro provides you with basic life and AD&D coverage equal to $50,000 ($32,500 if you are age 65 or older), at no cost to you.
• Retirement Plan - eligible up to IRS max limits and includes company contribution
• Shift and Weekend Differential Pay Offered on Nights and Weekends
• Tuition Reimbursement for employee and dependents
• 12 paid holidays - any holiday worked is another holiday banked
• Flexible Spending Accounts
• Onsite Gym
• Free Parking for all employees