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Customer Service Representative

2 months ago

Summerville, South Carolina, United States Uphams Corner Health Center Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Uphams Corner Health Center. As a key member of our call center team, you will be responsible for providing exceptional customer service to patients and families, ensuring timely and accurate responses to their inquiries and needs.

Key Responsibilities
  • Answering Incoming Calls: Respond to patient calls, including appointment scheduling, documentation, and routing of calls such as refill requests.
  • Administrative Triage: Triaging patients presenting with urgent needs for appointments, interfacing with the Triage Nurse and/or Urgent Care clinical staff on scheduling appointments.
  • Patient Demographic and Insurance Verification: Verify patient demographic and insurance information.
  • Appointment Scheduling: Schedule appointments with providers, utilizing knowledge and competence in all resources and scheduling protocols.
  • Outbound Calls: Make outbound calls to patients to reschedule appointments and manually reminder calls as directed.
Information Desk Related Tasks
  • Welcoming Patients: Welcome, greet, and direct patients and other customers walking into the UCHC Lobby.
  • Emergency Code Process: Knowledge and competence in UCHC Emergency Codes and process, including use of the Emergency Button.
  • Transportation Management: Manage patient requests for free transportation through BMC, specifically Uber.
Urgent Care Reception Tasks
  • Accurate Check-in and Check-out: Accurately and completely check in and check out patients in OCHIN and other systems following all protocols.
  • Cash Collection: Manage cash collection following all protocols.
General Responsibilities
  • Teamwork and Communication: Work effectively within a team, actively listening to feedback and direction from Level IIs and IIIs.
  • Adaptability and Flexibility: Be willing to work evenings, Saturdays, and/or Holidays, and cross-trained to cover other duties as needed.
  • Interpretation and Documentation: Interpret for patients as requested and perform other duties as needed.
Qualifications
  • Call Center and Healthcare Experience: Prior call center and healthcare administrative experience preferred.
  • Customer Service Skills: Demonstrated ability to consistently and effectively manage high-volume patient flow situations and use appropriate judgment to request assistance as needed.
  • Technical Skills: Experience working in a fast-paced, diverse environment, and proficiency in computer systems and PC-based software such as EPIC and Dentrix.
  • Language Capabilities: Language capabilities strongly preferred.
  • Communication and Documentation Skills: Demonstrated oral and written communication/documentation skills.