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Customer Service Center Associate
2 months ago
Position Overview:
The Service Center Representative plays a crucial role in managing and addressing a substantial volume of incoming inquiries. These inquiries primarily involve scheduling appointments, relaying messages, and ensuring that patients are adequately prepared for their upcoming interactions with the healthcare team.
This position requires adherence to established processes and protocols, including specific scripts designed to ensure that all calls and requests are processed efficiently, accurately, and professionally. The Service Center's main objective is to deliver exceptional service that aligns with the principle of Everyone Caring Every Day, while fostering relationships that support numerous clinics and their clinicians.
Key Responsibilities:
- Provide outstanding customer service by greeting patients warmly and maintaining a helpful demeanor.
- Manage patient confidentiality to uphold patient rights.
- Complete assigned tasks promptly and professionally, while supporting ongoing process enhancements and departmental changes.
- Identify oneself and the department in all phone interactions, and be open to additional related responsibilities.
- Maintain a clean and organized workspace.
Qualifications:
- Preferred: Some post-secondary education.
- Required: Proficient computer skills, including experience with dual monitors.
- Previous call center experience is advantageous; a background in healthcare is also preferred.
Essential Skills:
- Strong critical thinking abilities to navigate complex processes and applications while prioritizing patient safety.
- Adaptability to frequent changes in procedures and protocols.
- Excellent verbal and written communication skills, with a focus on human relations and customer service.
- Proficient listening and telephone etiquette skills; familiarity with medical terminology is beneficial.
- Accurate computer and typing skills, with comfort in discussing copays and payments with patients.
- Ability to foster and maintain positive patient relations and uphold patient confidentiality.
- Knowledge of age-related growth and development principles necessary for providing appropriate service and ensuring patient safety.
Additional Information:
This position is part of a diverse and inclusive organization committed to equity and respect for all individuals. We prioritize a culture where every person feels valued and included, which is integral to our mission and success.
About HealthPartners:
As a member of the HealthPartners organization, you will be part of an award-winning integrated healthcare system dedicated to improving health and well-being in partnership with our members, patients, and the community. Our mission is to enhance health outcomes through trust-based relationships.
Core Values:
- Excellence: We strive for optimal results and continuously seek improvement.
- Compassion: We demonstrate empathy and respect for every individual.
- Partnership: We achieve strength through collaboration with those we serve.
- Integrity: We maintain transparency and uphold our commitments.
