Customer Service Representative

2 days ago

Asheville, United States PrideStaff Full time
Customer Service Representative - Asheville - $17.70/hr.

PrideStaff is recruiting for a temporary Customer Service Representative for a health services provider located in Asheville.

Duties and Responsibilities:
  • Answer incoming phone calls f in a professional and courteous manner.
  • Actively listen to identify patient's needs, clarify information, and respond appropriately and accordingly.
  • Access patient needs based on triage guidelines and handle call according to direction.
  • Remain calm in stressful situations when a patient is calling with an emergent request, at times may have to call 911 per protocols and guidelines.
  • Ensures accuracy when entering patient demographics and when verifying patient demographics including entering insurance information, reviewing HIPAA information, previous appointment history, scheduling an appointment or when sending a message to the clinical staff.
  • Sends communication to clinical teams via in-basket using smart phrases that are appropriate for the type of call received.
  • Serve as a resource for Telehealth appts unless determined otherwise by immediate supervisor.
  • Update and verify patient communication preferences with every call.
  • Scheduling new patients and obtaining all information required to complete the chart that is available.
  • Handle/ process all requests incoming from company website or via in-basket from internal requests.
  • Recall, bumped appointments, waitlist and request lists may be assigned to agent in accordance with department needs/guidelines.
  • Ensures that returned mail is reviewed and corrected as well as handle outgoing mail assignments.
  • Facilitate patient flow and communicate delays with patients and clinical staff with Microsoft teams.
Qualifications and Requirements:
  • High School Diploma or GED Equivalent
  • Prior customer service experience, preferably over the phone.
  • Working knowledge of medical office operations.
  • Excellent customer service and phone skills.
  • Excellent communication skills including active listening.
  • Proficient in the use of Microsoft Office programs to produce correspondence, documents, presentations, records, and spreadsheets.
Hours of Work:8:00 am to 5:00 pm

Compensation / Pay Rate (Up to): $17.70 - $17.70 Per Hour

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