Call Center Representative

2 weeks ago

Rochester, Minnesota, United States Community Health Service Inc. Full time
Job Summary

Community Health Service Inc. is seeking a highly skilled Call Center Representative to join our team in Rochester, MN. As a Call Center Representative, you will be responsible for providing exceptional customer service to patients and others contacting the clinic by telephone, as well as processing healthcare service payments.

Key Responsibilities
  • Manage large volumes of inbound and outbound calls in a timely manner, ensuring accurate identification of self and clinic.
  • Provide assistance to patients and others contacting the clinic by telephone, taking messages and directing calls to the appropriate party as needed.
  • Complete initial registration information of new patients following established policies and procedures.
  • Update patient information in the computer database and scan updated paperwork into the Electronic Health Record (EHR) under correct tabs, including documenting phone notes when appropriate.
  • Follow communication "scripts" when handling different topics.
  • Identify patients' and other customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
  • Navigate through patients' charts in the EHR to locate appropriate information.
  • Maintain daily EHR worklist.
  • Verify coverage under insurance, Medicare, Managed Care, and other federal/state programs.
  • Verify pharmacy information and other clinical information related to a patient's visit.
  • Process patient payments over the phone.
  • Document notes in the computer regarding collections, payment arrangements, failed appointment notice, or additional conversations.
  • Monitor the automatic call reminder system, ensuring that cancellations are identified and reconciled with the schedule.
  • Manually remind patients of appointments when the automatic call reminder system is unable to do so.
  • Perform other duties as assigned by supervisor.
Requirements
  • High school diploma or G.E.D. required.
  • Medical Administration Certificate or 2 years of experience in medical reception is required.
  • Ability to use Microsoft Word for basic correspondence.
  • Must be able to use a calculator.
  • Bilingual (English/Spanish) (English/Arabic) (English/Somali) preferred but not required.
  • Ability to adapt to specific environment and duties.
  • Demonstrate clear knowledge of CHSI clinic structure, standards, procedures, and protocols.
  • Must have neat and legible handwriting.
  • Must be able to interact with patients courteously and calmly.
  • Ability to communicate well effectively with patients, clients, vendors, and staff.
Benefits
  • Generous time off program, including Snow Days, Paid Time Off (PTO), Personal Days Off (PDO), and Paid Holidays.
  • Retirement, medical, and insurance plans, including 401K Retirement Plan, Health, Dental, and Vision insurance, HSA Health Savings Account, and Flexible Spending Account.
  • Life & Disability Insurance (Short Term Disability premiums paid by CHSI).
  • Supplemental Voluntary Benefits.
  • Loan Reimbursement Options for eligible employees.
What We Offer

At Community Health Service Inc., we promote a healthy work/life balance for our employees. We offer a range of benefits to support your well-being and career growth. If you are a motivated and detail-oriented individual who is passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.

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