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Healthcare Customer Service Representative

2 months ago

Jacksonville Florida, United States UF Health Full time

Position Summary:
Job Responsibilities

Deliver exceptional service to patients as they arrive at the healthcare facility.

A versatile individual committed to supporting all facets of medical operations, including both administrative and clinical tasks under the direct oversight of a licensed medical professional and Office Manager or Team Lead.

The Healthcare Customer Service Representative will conduct diagnostic assessments under the guidance of the Physician/Extender.

Key Responsibilities

  • Assist in patient evaluations or treatments,
  • Conduct diagnostic assessments such as stress tests, Ankle Brachial Indices (ABIs), and EKGs.
  • Manage and oversee the referral process for managed care to ensure precise and consistent appointment scheduling, result tracking, and authorizations for specialist visits. The representative will receive training in all facets of stress testing for low-risk patients, which includes preparing patients for stress tests, monitoring them during the procedure, documenting heart rate and blood pressure, and alerting the Physician/Extender of any issues during the testing. Post-testing monitoring of patients will also be conducted. All activities will occur under the direct supervision of the Physician/Extender present in the clinic.
  • May perform documentation duties by recording all interactions between the provider and patient in the medical records under the supervision of a licensed clinician.

Monitoring and Reporting:

  • Engage in Performance Improvement initiatives;
  • Actively participate as a member of the care team in coordinating patient care;
  • Measure patient vital signs, administer medications, and conduct medication reconciliation under the direct supervision of a licensed provider;
  • Uphold a high standard of customer service for patients, staff, and other stakeholders;
  • Assist with scoring tests;
  • Facilitate communication of reports;
  • Perform venipuncture and collect laboratory specimens;
  • Receive and relay messages (electronic, in-person, and phone calls) to the appropriate personnel. Establish contacts with other departments, physicians, patients, and external organizations as necessary for operational efficiency.
  • Manage patient scheduling functions and coordinate appointments following established protocols;
  • Conduct patient interviews and complete the registration process for those utilizing specific services;
  • Maintain a high level of customer service in all areas of the office, ensuring positive interactions with patients, physicians, and inter-departmental contacts made in person or via telephone;
  • Enter patient dispositions, diagnostic codes, orders, charges, and payments as outlined in the electronic medical record;
  • Carry out cashiering duties related to co-payments or other patient transactions. Perform routine clerical tasks for the department, including pre-registration, scheduling, and insurance verification;
  • Perform additional duties as assigned.
Work Environment:

Must be capable of functioning effectively under pressure in emergency, critical, or atypical situations. Should be able to manage periodic workload fluctuations and levels of responsibility. Required to make independent decisions without supervision and to make evaluations or judgments based on sensory or analytical criteria.

Must demonstrate adaptability to handle a variety of tasks, often shifting from one responsibility to another without a decline in efficiency or composure.

Requires the ability to collaborate with others beyond merely providing and receiving instructions.

Qualifications:
Skills, Knowledge, and Abilities

  • Ability to prioritize tasks and work independently as well as collaboratively within a team;
  • Basic proficiency in computer operations and arithmetic;
  • Familiarity with ambulatory healthcare or related fields;
  • The representative may receive training to conduct Ankle Brachial Index testing on patients. After demonstrating competency, the representative can perform ABI testing without direct supervision of the Physician/Extender and will generate reports for physician review and signature.
  • The representative may also be trained in all aspects of stress testing for low-risk patients, which includes preparing patients for stress tests, monitoring them during the procedure, documenting heart rate and blood pressure, and notifying the Physician/Extender of any concerns during testing. Post-testing monitoring will also be conducted under the supervision of the Physician/Extender present in the office.
  • Ability to deliver exceptional customer service using various techniques, including positive language, a calming demeanor, attentiveness, clear communication, and patience;
  • Possesses critical thinking, prioritization, and organizational skills;
  • Ability to communicate effectively and courteously, both verbally and in writing.
Experience Requirements:

2 to 4 years of clerical or customer service experience, preferably in a healthcare-related environment.

1 year of experience with third-party payors and computer systems for data entry and patient demographic review is preferred.

Education Requirements:

High School Diploma or GED Equivalent is required.


A degree in medicine or related fields, with aspirations for a career in dental, medical, advanced medical practice, pharmacy, chiropractic, physical and occupational therapy, or other allied health professions is required.

Basic Life Support (BLS) certification is required at the time of hire.

UF Health is an Equal Opportunity Employer and maintains a Drug-Free Workplace.