Customer Service Representative

1 day ago

Chula Vista, California, United States CRA MSO LLC Full time
Job Summary

We are seeking a highly motivated and customer-focused Customer Service Representative to join our team at CRA MSO LLC. As a key member of our call center team, you will be responsible for providing exceptional patient experience through prompt, accurate, and courteous responses to patient inquiries.

Key Responsibilities:

  • Answer and direct calls, take messages, and forward to appropriate departments.
  • Provide quality service at every encounter, keeping patient wait time under five minutes.
  • Provide patients with information regarding services, charges, routine treatment procedures, and current promotions.
  • Use sound judgment in handling calls, especially with upset patients, and escalate to Providers, Managers, and Technicians as needed.
  • Assist with new patient registration, verify insurance eligibility, and schedule appointments for patients.
  • Obtain and enter accurate demographic information into our CRM system.
  • Inform callers of items to bring to appointments and remind them to arrive 15 to 30 minutes before scheduled appointments to complete paperwork.
  • Answer questions and offer other information to provide patient-focused service and a positive impression of our organization.
  • Make outbound calls to inactive patients to attempt to schedule follow-up appointments.
  • Take detailed notes using our electronic health record system and follow up on calls when necessary.
  • Maintain call logs and reports.

Requirements:

  • High school diploma or GED equivalent.
  • 2 years of customer service experience required, with 6 months of experience working in a call center preferred.
  • Good telephone skills and experience with high call volume preferred.
  • Knowledge of medical terminology and/or medical front office procedures preferred.
  • Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
  • Bilingual in Spanish/English required, with the ability to communicate effectively with callers who speak English as a second language.
  • Excellent written and verbal communication skills.
  • Intermediate computer literacy, including the ability to use our computer system to manage and schedule appointments and access electronic medical record information.
  • Excellent customer service skills and the ability to handle stressful situations calmly and with compassion.
  • Excellent data entry and typing skills.
  • Experience answering a multi-line telephone and routing calls to appropriate resources.

This is a full-time position, and we are looking to hire immediately. Full-time team members enjoy a benefits package that includes 100% employer-paid health insurance, life insurance, vacation accrual, 401(k), holiday pay, and more.

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