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Customer Service Representative 6p-6a

1 month ago

Petoskey, Michigan, United States McLaren Northern Michigan Full time
Job Summary

The Customer Service Representative plays a vital role in ensuring exceptional patient experiences at McLaren Northern Michigan. As a key member of our team, you will be responsible for managing all customer contacts, providing clear and concise communication, and expediting patient transfers.

Responsibilities
  • Provide verbal and written communication in all encounters, answering multiple telephone lines and directing incoming callers using established guidelines.
  • Expedite patient transfers using the Physician Direct Service, ensuring seamless care coordination.
  • Offer health care directory services, including telephone numbers, department locations, and onsite directions.
  • Manage pager processes, including assignment, testing, swapping, documentation, and repair tickets.
  • Provide answering service for physicians, including after-hour patient calls, physician-to-physician communication, and call back services.
  • Communicate safety alerts to the organization using emergency standards.
  • Monitor and document alarms, disaster status, safety drills, codes, emergency telephones, and security radio monitoring.
  • Maintain electronic physician schedules, including on-call and doctor's day off.
  • Independently manage and report on various processes as assigned by manager, supporting staff development, service management, transaction investigation, and reporting.
Requirements
  • High school diploma or GED.
Preferred Qualifications
  • One year of previous Call Center or Customer Service experience.