Healthcare Customer Service Specialist

2 weeks ago

Lawrenceville, Georgia, United States Southeast Primary Care Partners Full time

At Southeast Primary Care Partners, we are dedicated to being a premier healthcare provider and an employer of choice. We invite professionals who are passionate about joining an organization that offers extensive opportunities and a meaningful mission.

Our goal is to deliver exceptional healthcare services while enhancing the lives of the individuals and communities we serve. Every team member plays a crucial role in our ongoing improvement; the selection, development, and future advancement of our outstanding talent are vital to our success. Our organization fosters an environment where employees can explore their potential and pursue professional growth. We value innovation and creativity that contribute to the sustained success of our teams and mission in a dynamic healthcare landscape.

We celebrate diversity, teamwork, and development. Our workforce consists of highly skilled, dedicated professionals from various backgrounds and disciplines, each bringing unique talents and enthusiasm. We believe that everyone deserves the highest quality of care, and our continuous expansion creates career opportunities in numerous locations across the Southeast.

Position Overview

The Healthcare Customer Service Specialist is responsible for welcoming patients, managing appointment scheduling, and handling payment collection, recording, and reconciliation.

Key Responsibilities

  • Welcomes patients upon arrival and manages their wait times effectively.
  • Assists patients with the intake process, including the copying of necessary documents.
  • Collects co-payments, co-insurance, and deductibles, providing receipts as needed.
  • Oversees the cashier box and daily deposits in accordance with company policies.
  • Processes walk-in patients and visitors efficiently.
  • Handles phone inquiries and schedules appointments, particularly for physician-recommended follow-ups.
  • Coordinates referrals as required.
  • Supports patient outreach initiatives, such as next-day reminders.
  • Manages medical records, ensuring they are maintained, filed, and prepared for scheduling.
  • Ensures timely scanning and filing of all correspondence.
  • Performs additional related duties as assigned.
Qualifications
  • High school diploma or GED is required.
  • Minimum of one year of relevant work experience, including data entry.
  • Familiarity with medical office procedures and terminology is essential.
  • Ability to accurately sort and file materials using alphabetical or numerical systems.
  • Strong communication and customer service skills are required.
  • Successful completion of initial competency assessment following training.
  • Excellent interpersonal skills are necessary.
  • Ability to communicate clearly and courteously with patients and external parties.
  • Detail-oriented and highly organized.
  • Solid understanding of administrative processes and organizational policies.
  • Knowledge of patient care and examination procedures is preferred.
  • Must maintain confidentiality at all times.
  • Proficiency in Microsoft Office Suite is required.
  • Experience with ICD-10 and CPT coding is a plus.
  • Competence in patient check-in, check-out, and referral processes is essential.
Advanced Responsibilities

  • Perform all duties of the Healthcare Customer Service Specialist.
  • Assist in the training and evaluation of new team members.
  • Support colleagues and providers as needed.
  • Assist team leads as directed.
  • Resolve moderately complex issues.
  • Participate in the training of new staff members.
  • Complete additional related duties as assigned.
Leadership Responsibilities

  • Perform all duties of the advanced role.
  • Inform patients about delays and wait times.
  • Maintain confidentiality of patient information in accordance with regulations.
  • Review end-of-day reports and ensure all patients are scheduled appropriately.
  • Promote the practice's positive attributes during patient interactions.
  • Understand practice goals and new patient processes.
  • Assist in the evaluation and retraining of staff as needed.
  • Ensure efficient scheduling for early and late shifts.
  • Support practice management with clinical tasks as directed.
  • Address patient complaints as necessary.
  • Guide patients and staff to the appropriate resources for issue resolution.
  • Assist in problem-solving related to scheduling and patient wait times.
  • Complete additional related duties as assigned.
Physical and Mental Requirements
  • Ability to lift up to 50 pounds.
  • Ability to push or pull heavy objects using up to 50 pounds of force.
  • Ability to sit or stand for extended periods.
  • Ability to use fine motor skills for operating office equipment.
  • Ability to comprehend instructions both verbally and in writing.
  • Ability to apply logical reasoning for problem-solving.
  • Ability to travel to various locations as required.

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