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Customer Service Rep
3 months ago
The Customer Service Rep provides the best patient experience by coordinating patient greetings, registration, scheduling and check out activities by using excellent customer service skills. Organizes all office duties to maximize the office efficiencies to meet the mission and vision of the organization. Demonstrates extensive knowledge of excellent customer service, computer and communication skills. Has a successful record of adding value to organizations through the proactive analysis and resolution of potential bottlenecks that may negatively affect the organization. Possesses superior communication skills, demonstrate the ability to work in a team environment, and be able to effectively direct front and back-end work processes and personnel toward a common goal. Education: High School Diploma or equivalency required. Success completion of formal training in medical assistant program or business school preferred. Certifications/Experience: Previous experience in health care or customer service oriented industry with at least one year experience in a healthcare customer service role preferred. BLS Certification required within 3 months of hire. General Responsibilities Collects and records demographic and financial data from patient or legal designee required for registration and billing of physician services. Updates and inputs data accurately and timely into the computer system. Coordinates all required paperwork, including copies of insurance cards and contact information. Obtains required signatures. Scans all required documentation. Schedules appointments accurately according to provider protocol. Reviews insurance information with patient/legal designee. Distributes required patient informationNotice of Privacy practices, Medicare Beneficiary ACO Notice, etc. Collects patient's self pay portions for current services and previous accounts with remaining balances. Post payments into practice management software. Greet all patients in person and via telephone in a prompt, courteous manner. Identify and make arrangements for any patient with a language barrier. Take messages when appropriate and provide all necessary information. Complete reminder calls and follow up calls as necessary. Operate and efficiently use the practice management software. Attitude - Provides highest quality service and meeting customers' needs with utmost kindness, care, compassion, courtesy, empathy, respect and friendliness. Always acknowledges and serves customers with a friendly, open smile and direct eye contact. Appearance - Takes pride in personal appearance, the facility and its surroundings. Commitment to Coworkers - Recognizes we are linked to one another by a common purpose; serving our patients and our community, that we are team members with our physicians and co-workers, and that we each deserve respect and support. Communication - Listens attentively to our customers to fully understand needs. Pays close attention to both verbal and non-verbal communication. Is committed to exceeding customers' expectations and providing more than what is expected. Customer Waiting - Provides prompt service, keeps customers informed regarding the time in which the service will be performed and makes customers comfortable while they are waiting. Privacy - Maintains customer privacy and confidentiality Responsiveness - Acknowledges every approaching patient or family member. Responds in a way that demonstrates the care, courtesy and respect our customers deserve. Safety Awareness - Ensures an accident-free environment. Establishes, promotes and monitors a proactive innovative approach to enhance hospital and patient safety. Adheres to and ensures compliance with Joint commission Patient Safety Goals and hospital safety policies. Sense of Ownership - Demonstrates a sense of ownership in their job, takes pride in what they do, and how they do it. Accepts responsibility for and is in control of the job that needs to be done Team Member is accountable for areas of responsibility meeting regulatory requirements including but not limited to maintaining annual TB testing, completing annual mandatories (ALC and competency), and maintaining current registration/certification/licensures as appropriate to position requirements.
