Customer Service Specialist

2 weeks ago

Phoenix, Arizona, United States Adelante Healthcare Full time
Job Overview

Location
Adelante Healthcare Center Support Office

Employment Type
Full Time

Education Requirement
High School Diploma or equivalent from an accredited institution

Sector
Healthcare

Position Summary

The Customer Service Specialist plays a crucial role in delivering outstanding service to patients by managing phone interactions related to appointment scheduling and medical inquiries. This position is essential in fostering a welcoming and supportive atmosphere for patients while ensuring an efficient scheduling process. The representative will respond to various patient needs through telephone communication, handling multiple types of inquiries.

Expectations

Every employee at Adelante Healthcare is dedicated to enhancing their performance and contributing positively to the community we serve. Team members are expected to uphold a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of integrity and professionalism.

Core Values
  • Compassion
  • Excellence
  • Integrity
  • Learning
  • Respect
  • Sustainability
Qualifications

Essential Skills and Experience:
  • Strong communication abilities and a professional demeanor
  • Proficient in engaging with patients, colleagues, and the public both in person and via phone
  • At least one year of experience in customer service, with six months to one year in a call center environment
  • Ability to meet established performance metrics
  • Capable of executing a range of tasks requiring independent judgment
  • High school diploma or GED from an accredited institution
  • Proficient in office skills including typing, faxing, scanning, and telephone operations
  • Computer literacy
  • Adept at interpreting various instructions in written, oral, diagram, or schedule formats
  • Bilingual in English and Spanish preferred
  • Flexibility to work varied schedules
  • Commitment to the mission, vision, and values of Adelante Healthcare
  • Willingness to be cross-trained and acquire new skills and responsibilities
  • Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for specialty behavioral health locations
Position Responsibilities
  • Utilize effective phone etiquette and compassionate communication for all greetings.
  • Ensure patient requests are managed efficiently through telephonic scheduling.
  • Coordinate initial and follow-up appointments, optimizing provider time and patient care.
  • Conduct patient pre-registration, updating information as necessary.
  • Perform data entry and appointment confirmations across multiple call queues.
  • Maintain scheduling accuracy to facilitate maximum patient flow.
  • Follow established protocols for answering and screening appointment-related calls, scheduling interpreters, and directing calls appropriately.
  • Communicate effectively with office staff and providers as needed.
  • Participate in staff meetings and required training sessions.
  • Exhibit punctuality and maintain satisfactory attendance.
  • Demonstrate respectful and professional behavior to support a collaborative work environment.
  • Possess technology skills, including proficiency in Windows, MS Office, and multi-line phone systems.
Nonessential Skills and Experience:
  • Experience in community health settings.
Additional Duties and Responsibilities
  • Perform other duties as assigned.
Patient-Centered Medical Home (PCMH)

All employees are tasked with promoting interdisciplinary communication and collaboration to enhance quality care delivery. A supportive environment that engages patients and colleagues in a team-based approach is essential for promoting wellness and improving health outcomes.

Compliance and Code of Conduct

All employees must adhere to Adelante Healthcare's standards, including its Compliance Program and Standards of Conduct, and report any conduct that may violate legal or compliance requirements. Compliance will be a factor in regular performance evaluations.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: While performing the duties of this job, the employee may be required to sit for extended periods, stand, walk, use hands to handle or feel objects, tools, or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; smell; manage stress as it relates to essential job functions. The employee must frequently lift and/or move up to 25 pounds without assistance and may occasionally be required to lift or move up to 50 pounds with assistance. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites. The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, bloodborne pathogens, etc.) when working in the clinic area.

As with any position, changes may occur over time. While efforts will be made to keep job-related information current, this is not an exhaustive list of job responsibilities. Adelante Healthcare, Inc. reserves the right to revise or change job duties and responsibilities as business needs arise. In compliance with EEOC 29 CFR part 1630, if the essential functions of this position cannot be performed satisfactorily by the employee, further accommodations will be made if it does not constitute undue hardship upon the organization.

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