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Healthcare Customer Service Representative
2 months ago
Key Responsibilities:
- Patient Interaction: Deliver exceptional service to patients arriving for appointments or reaching out via phone or in-person for inquiries regarding appointments, test results, billing, referrals, and other concerns.
1.) Welcome and accurately register patients in the Electronic Medical Record (EMR) system, confirming essential billing and demographic details.
2.) Efficiently manage the scheduling of patient appointments through both phone and in-person requests.
3.) Handle multiple incoming calls, accurately identifying the appropriate recipient for each call or message and directing them accordingly.
4.) Ensure accurate distribution of communications in line with practice protocols, including pagers, faxes, and emails.
5.) Address a variety of patient inquiries, including HMO referrals, billing questions, and service details; escalate complex issues to the practice manager or clinical staff as necessary.
6.) Schedule follow-up appointments and request laboratory tests, radiology procedures, and other diagnostic tests as required, coordinating with relevant hospital sections when needed.
7.) Inform the patient care area upon patient arrival and ensure timely attention for waiting patients, notifying them of any unexpected delays.
8.) Accurately identify insurance types from cards, understand various payer types, and verify eligibility when necessary.
9.) Perform additional related duties as required.
- Billing Responsibilities: Ensure maximum fee collection at the time of service and maintain accurate follow-up billing information for patients and payers.
1.) Review encounter forms for accuracy and completeness, consulting with physicians for any missing information.
2.) Input patient charges into the EMR system following established policies and procedures.
3.) Batch encounter forms and balance charges.
- Medical Record Management: Maintain the standards of the practice and medical group for accurate and timely medical records.
1.) Ensure the availability of well-prepared patient medical records, daily schedules, and related forms, including daily loose filing and re-filing of charts.
2.) Uphold confidentiality regarding all patient information, ensuring privacy in the presence of other patients.
3.) Release information from records only in accordance with corporate policies and procedures.
Qualifications:
- High school diploma or equivalent.
- Completion of a 6-week training program immediately after hire is required.
- Two to three years of customer service experience in a high-volume, high-stress environment.
- Experience in managing difficult callers or patients.
- Ability to multitask effectively without compromising professionalism or customer service.
Skills and Abilities:
- Proficient in CRT/PC operations in a customer service context.
- Familiarity with the BAR and scheduling sections of the IDX system is preferred.
- Strong interpersonal and telephone communication skills.
- Problem-solving skills for addressing caller inquiries regarding referrals, appointments, billing, and clinical information.
Physical Requirements and Work Environment:
- Ability to operate in a high-volume, multitasking environment, potentially in a crowded workspace.
- Exposure to ill patients.
- Capacity to work under stressful conditions with demanding customers.
- Possible travel to various practice sites for training programs or temporary assignments.
This job description outlines the general nature and level of work expected of the incumbent. It is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. The incumbent may be required to perform other related duties as necessary.
