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Member Service Representative
3 months ago
The Member Service Representative (MSR) plays a critical role in providing exceptional customer service to our community by being the first point of contact for our valued members. We are looking for a friendly and enthusiastic candidate who can join our dynamic team and help ensure that our members have a seamless experience from the moment they first contact us.
In this on-site, member-facing role, the MSR will be responsible for working with members and customers as they access the services offered at Lowell CHC. They will help with the registration process, provide support, education, and guidance on the healthcare process, promote health center services, register members with accuracy and efficiency, and provide patients with information regarding their rights and responsibilities. The MSR will also collaborate with other members of the healthcare team to provide personalized care to each member.
Essential Duties and Responsibilities:
- Warmly greeting members and visitors, providing direction and assistance as needed.
- Ensuring the Member Service Center area is prepared and functional at the start of each working day.
- Accurately registering members and updating demographic data for both on-site and virtual health visits.
- Assisting patients in completing required forms and obtaining necessary information.
- Familiarizing patients with their rights, responsibilities, and health center services.
- Verifying and updating insurance coverage, connecting members with health benefits as needed.
- Introducing new patients to the range of services offered at the health center.
- Informing patients about the Accountable Care Organization (ACO) benefits and services.
- Conducting new patient orientations via phone before or after scheduled appointments.
- Managing pre-registration tasks, system work queues, and financial requests to ensure a smooth revenue cycle process.
- Scheduling, canceling, and rescheduling appointments across all departments for new and existing members.
- Promoting the My Chart patient portal, and assisting patients in signing up and updating their communication preferences.
- Processing credit card payments, recording transactions, and completing end-of-day cashiering duties.
- Maintaining patient confidentiality and upholding privacy and dignity standards.
- Providing courteous, friendly, efficient, and professional customer service at all times.
Minimum Qualifications:
- High school diploma or equivalent.
- At least one year of experience in a customer service-related position, ideally in a healthcare setting.
Preferred Qualifications:
- Strong customer service skills, including empathy, active listening, and the ability to work well with others.
- Ability to work independently and as part of a team.
- Excellent written and verbal communication skills.
- Cultural sensitivity and understanding of multi-cultural perspectives, beliefs, and practices.
- Detail-oriented, with the ability to multi-task in a fast-paced environment.
- Proficient in data entry, computer, and phone skills.
- Bilingual in either Spanish, Portuguese or Khmer.
- Basic understanding of the healthcare system and insurance eligibility (preferred).
- Experience working with diverse communities (preferred).
Requirements
Schedule will require 1-2 evenings a week until 8pm and at least 1 Saturday a month.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
