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Healthcare Customer Service Specialist
2 months ago
POSITION SUMMARY: This role is integral to the efficient operation of a healthcare facility, assisting with various administrative tasks such as managing patient communications, scheduling appointments, and ensuring accurate patient records.
KEY RESPONSIBILITIES:
- Exhibit exceptional customer service skills consistently.
- Direct calls to appropriate medical personnel when necessary.
- Accurately document messages and relay information promptly.
- Gather and update patient information for both new and returning patients.
- Manage appointment scheduling and modifications as required.
- Input and organize data into electronic health records (EHR).
- Systematically categorize and label medical documents.
- Ensure proper scanning of medical documents following established protocols.
- Maintain accurate patient information in the practice management system.
- Assist patients in completing necessary forms when needed.
- Identify insurance coverage, verify eligibility, and determine financial responsibility.
- Record patient arrivals in the EHR system.
- Conduct preliminary reviews of medical records.
- Generate schedules for upcoming patient appointments.
- Confirm insurance eligibility and secure authorizations for services.
- Review and update patient demographics and consent forms in the management system.
- Attach updated patient information to appointment schedules.
- Verify patient identity using date of birth and name in relevant systems.
- Send notifications to patients who miss appointments and document appropriately.
- Import registration documents into electronic health records accurately.
- Facilitate pre-screening for additional appointments.
- Answer phone calls promptly and courteously, ideally within three rings.
- Engage with patients and staff in a professional and respectful manner.
- Recognize and respond appropriately to emergencies and challenging situations.
- Ensure patient confidentiality in accordance with policies and regulations.
- Operate transportation vehicles for patient appointments as needed.
- Communicate any transportation issues to supervisors.
- Maintain records of vehicle and passenger usage.
- Keep vehicles clean and report maintenance needs.
- Submit reports on incidents or accidents within the required timeframe.
- Stay informed about transportation policies and procedures.
- Obtain necessary approvals for transporting patients.
QUALIFICATIONS:
- Education: High School Diploma or equivalent.
- Experience: Previous experience in a medical office setting is preferred.
- Skills:
- Ability to communicate effectively with patients, physicians, and colleagues.
- Proficient in reading, writing, and typing clear messages both electronically and verbally.
- Technical Proficiency:
- Knowledge of office equipment and software applications.
ADDITIONAL QUALIFICATIONS:
- Valid Washington State driver’s license with a clean driving record.
- Clear background check and compliance with requirements.
- Familiarity with vehicle operation and Washington State traffic laws.
- Experience working with diverse communities, including Native American populations.
- Familiarity with electronic health records systems.
PHYSICAL DEMANDS:
- Work is performed in a comfortable environment with occasional prolonged standing or sitting.
- Ability to lift up to 25 lbs. and perform bending, squatting, and reaching tasks.
- Must maintain alertness and focus while operating a vehicle.
WORK ENVIRONMENT:
- Job duties are generally routine but may vary; employees are expected to consult management for unusual situations.
- Routine interaction with others, providing assistance and guidance as needed.
- May be required to perform additional duties in the absence of other staff.
- Flexibility to take on responsibilities not explicitly listed in this description.
This position adheres to Indian Preference in hiring as per the policies of the Lower Elwha Klallam Tribe.
