Customer Service Specialist
1 week ago
Position Overview
The Customer Service Specialist utilizes their expertise in health center offerings and protocols to assist patients with appointment scheduling, addressing concerns, and handling various inquiries. They engage with patients and the public, actively listening to understand their needs while providing information and potential solutions. This role involves managing a significant volume of incoming calls while consistently maintaining a positive demeanor with each caller. Most importantly, the Customer Service Specialist aligns with the mission and vision of Zufall Health.
Key Responsibilities
Adheres to all departmental guidelines and ensures compliance with regulations set forth by Zufall Health, HIPAA, state ambulatory regulations, Medicare, Medicaid, and other legal standards. Conducts all job functions in a professional and ethical manner. Collaborates effectively with team members with minimal supervision, utilizing available resources for problem-solving as needed. Maintains a high level of confidentiality. Works cooperatively with colleagues to ensure optimal care and service outcomes. Utilizes departmental resources responsibly and appropriately. Employs communication techniques that promote a positive image of the organization, reflecting the values of Zufall Health. Communicates effectively both verbally and in writing; employs suitable methods for identifying and resolving work-related issues. Keeps the Manager/Supervisor informed of any work-related matters. Performs additional tasks as assigned by the Manager/Supervisor.Specific Duties:
Patient Interaction
Answers incoming calls promptly. Efficiently handles a high volume of inbound calls. Greets callers in a friendly and helpful manner. Assists patients in scheduling appointments. Responds to inquiries from callers or via text messages, providing the most accurate information available. Engages in active listening, confirming or clarifying information and de-escalating frustrated callers as necessary. Reminds patients of necessary items to bring for their appointments. Communicates with medical staff regarding patient visits and concerns. Identifies and escalates issues to the Manager/Supervisor as needed. Directs calls to the appropriate departments. Documents all call details according to standard operating procedures. Follows up on customer voicemails when necessary. Maintains cleanliness in personal and public areas. Presents a neat appearance in business casual attire.Communication Skills
Ensures patient confidentiality in accordance with HIPAA and other applicable regulations as outlined in the ZHC policies and procedures manual. Addresses patient inquiries via phone or text regarding regulations and services; refers inquiries to the appropriate department when necessary. Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position.Job Classification
Employees are initially hired as Customer Service Specialists I. They remain at this level during their training period and are required to take an examination after three months of employment, covering essential knowledge for the role. This includes customer satisfaction, telephone interactions, refill processes, insurance information, patient registration, special population definitions, HIPAA compliance, and Zufall policies. Staff will have three opportunities to pass the exam. Upon successful completion, they will be classified as Customer Service Specialists II. If they do not pass on their first or second attempt, they will receive additional training. Failure to pass after three attempts will result in termination of employment.
Required Skills and Qualifications
Proficient in computer software applications such as Microsoft Office and Outlook; comfortable navigating multiple screens in a Windows environment and call center software; willing to learn new software systems. Excellent customer service abilities. Capable of working with minimal supervision. Able to collaborate effectively in a team setting. Adaptable to unexpected changes in workflow or insurance regulations. Able to comprehend, execute, and retain verbal and written instructions. Capable of managing multiple projects simultaneously, meeting deadlines, and adjusting to shifting priorities, often under pressure. Ability to thrive in a fast-paced environment. Strong attention to detail. Bilingual: Proficient in spoken and written English and spoken Spanish required.Education and Experience
High school diploma required; college coursework or additional education in the medical field or insurance preferred. Minimum of one year of experience in customer service or a call center environment. Experience in a clinical or ambulatory care setting preferred.-
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