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Customer Service Representative

2 months ago

Roslyn, Washington, United States Catholic Health Service Full time
Job Summary

We are seeking a highly skilled and detail-oriented Call Center Representative/Medical Receptionist to join our team at St. Francis Hospital, The Heart Center. As a key member of our patient access team, you will be responsible for scheduling and interacting with patients via telephone, face-to-face, email, and performing a range of duties to ensure seamless patient flow.

Key Responsibilities
  • Welcome patients and visitors, and handle all incoming telephone calls from patients, making appointments and answering general questions and inquiries.
  • Use computer systems to refer to existing patient information or set up new patients in the scheduling program, ensuring efficient use of physician time slots.
  • Maintain registration flow by efficiently moving patients through the process and readying them for clinical staff using EPIC Program.
  • Communicate add-ons, delays, cancellations, and no-shows to administrative assistants, and interact with patients by answering questions, providing information, and keeping the reception area in order.
  • Provide support to patients in distress by responding to emergencies, and input detailed information on patients using EPIC, verifying details and adding necessary notes.
  • Explain current fees and patient financial responsibility, and inform patients of payment requirements for existing balances due at or before the next appointment.
  • Schedule appointments to ensure efficient patient flow based on predetermined appointment availability, and secure patient information and maintain confidentiality.
  • Follow up with patients who are no-shows for appointments, and make calls to patients to ask if they were satisfied with the service they received.
  • Maintain general filing systems and files correspondence electronically or manually, and receive, direct, and relay telephone and fax messages.
  • Respond to calls efficiently, prioritizing quality of service over time-saving, and cover the Medical Reception/Call Center desk as needed.
Requirements
  • High school diploma or GED required.
  • Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and experience in a medical receptionist/customer service role.
  • Knowledge of multi-line phone systems, computers, and relevant software applications, including electronic recordkeeping.
  • Knowledge of customer service principles and practices, and demonstrated initiative and strong organizational skills.
  • Exceptional interpersonal communication skills, with a positive tone and welcoming body language.
  • Ability to work independently on assigned tasks and accept direction on given assignments, and deal with confidential information and/or issues using discretion and judgment.
Preferred Experience
  • Prior Call Center experience in a medical office.
  • Experience with electronic scheduling systems and electronic medical records (EMR).
Work Environment
  • Work is performed in a medical office setting.
Physical Demands

Must be able to sit for long periods of time, and have manual dexterity to work computer systems and keyboard.