Healthcare Customer Service Specialist

2 weeks ago

Grand Forks, North Dakota, United States Spectra Health Limited Full time

POSITION OVERVIEW:
The Healthcare Customer Service Specialist is dedicated to delivering exceptional service and fostering a supportive atmosphere for patients. This role is pivotal in aligning patient needs with clinic operations.

The Specialist is tasked with welcoming each patient, managing appointment scheduling, and accurately registering all patients while documenting essential information in Spectra's electronic medical record system.

The ideal candidate will demonstrate strong multitasking abilities while ensuring precision in their work. The Specialist is expected to streamline the appointment process, ensuring it is both compassionate and efficient. This position reports directly to the Patient Services Coordinator.
KEY RESPONSIBILITIES:
Adhere to regulatory standards and organizational policies.

Maintain strict confidentiality and privacy for patients and staff at Spectra Health. Uphold the core values of Compassion, Trust, Respect, Equity, and Inclusivity.

Contribute to a culture of safety by engaging in proactive behaviors that enhance a positive and secure environment for all employees and visitors.

Foster teamwork by building collaborative relationships across the organization to share knowledge and insights.

Exhibit the ability to work autonomously.
Support organizational change and participate in initiatives that promote leadership within the company.
Make decisions that prioritize the well-being of Spectra Health's patients.
Attend mandatory training sessions and maintain a high attendance rate at departmental meetings.

Comply with all policies and procedures, serving as an advocate for Spectra Health's Compliance Program.


ESSENTIAL FUNCTIONS:
Welcome all patients, visitors, and colleagues in a courteous and respectful manner.
Coordinate patient appointment scheduling and facilitate the registration process from check-in to check-out.
Verify and update patient demographic and insurance details.
Maintain accurate records of patient information in the designated medical records system.
Collect insurance co-payments and any applicable fees.
Communicate effectively and courteously both on the phone and in person.
Obtain necessary patient consents and ensure documentation is properly filed.
Confirm current insurance and co-pay information with patients and relevant systems.
Assist nursing and dental staff throughout the patient appointment process.
Support the billing department in resolving insurance and billing inquiries.
Manage phone calls, transferring as necessary, and accurately recording messages.
Assist with the distribution of incoming mail.
Check and distribute faxes to the appropriate personnel.
Help maintain updated records in SpectraPlan.
Make reminder calls to patients regarding upcoming appointments.
Investigate and resolve registration issues within the medical records system.
Collaborate with interpreters as needed for patient appointments.

Be prepared to assist at various front desk locations as required.

Perform additional duties as assigned.

QUALIFICATIONS:

Required:
High school diploma or equivalent.

Preferred:
Familiarity with medical terminology.
Experience working with diverse populations.
Previous experience in a clerical role within a healthcare or dental setting.

PHYSICAL DEMANDS:
The Specialist will be required to sit for extended periods and utilize a computer throughout their shift. They must also engage in active listening and communication with patients. Occasionally, lifting or moving items weighing less than 20lbs may be necessary. Any concerns regarding these physical demands should be addressed with the supervisor immediately.

REMOTE WORK POLICY:
This position is not eligible for full-time or hybrid remote work arrangements.

For more information regarding remote work policies, please refer to HR guidelines.

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