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Healthcare Customer Support Specialist
2 months ago
Join our dynamic team at Grand River Medical Group as a Healthcare Customer Support Specialist in our call center environment. This role is essential for managing patient interactions, including scheduling appointments, confirming patient details, and addressing inquiries via phone.
The successful candidate will excel in delivering exceptional customer service while fostering a welcoming and positive atmosphere. Strong verbal and written communication skills are crucial, along with the ability to work autonomously and collaboratively within a team.
As a Healthcare Customer Support Specialist, proficiency in using office technology such as computers, telephones, and fax machines is required. You will gain expertise in our patient scheduling software and electronic health records system.
This is a full-time role, Monday through Friday, with no evening or weekend shifts.
Key Responsibilities:
- Responding to incoming calls from patients, pharmacies, care facilities, and other healthcare providers. Our call center handles an average of 800-1,000 calls daily.
- Assisting or directing calls to the appropriate personnel.
- Communicating patient needs, concerns, or requests clearly and accurately to clinical staff.
- Coordinating and confirming patient appointments, cancellations, follow-ups, and physician referrals.
- Reviewing, updating, or obtaining patient information to ensure accurate billing and entering demographics into the system. Verifying insurance details.
- Managing appointment scheduling and cancellations, ensuring all procedures are accurately recorded in the system and protocols are adhered to. Performing schedule maintenance as needed.
- Demonstrated ability to provide outstanding customer service with each interaction.
- Capacity to work independently as well as collaboratively within a team.
- Friendly, empathetic, and responsible demeanor.
- High school diploma or equivalent (GED).
- Three months to one year of relevant experience or training; or a combination of education and experience.
- Familiarity with office equipment, including computers, telephones, fax machines, and copiers.
- Understanding of patient scheduling systems and electronic health records.
Grand River Medical Group is an independent physician-owned practice dedicated to providing a wide range of healthcare services for both adults and children. We are proud to employ over 300 team members who support the operations of more than 65 healthcare providers, including physicians, nurse practitioners, and physician assistants.
