Customer Service Representative

1 month ago

Asheville, North Carolina, United States MAHEC, Mountain Area Health Education Center Full time
Job Summary:

The Customer Care Associate will play a vital role in ensuring a positive patient experience by providing exceptional service and support in a fast-paced dental clinic environment.

Key Responsibilities:
  • Assist with patient check-in and check-out processes, ensuring accurate and timely completion of tasks.
  • Provide excellent customer service, responding to patient inquiries and concerns in a professional and courteous manner.
  • Manage patient demographics and insurance information, verifying accuracy and updating as needed.
  • Collect payments and reconcile cash drawers, maintaining a high level of accuracy and attention to detail.
  • Refer patients to financial advocates as necessary, providing support and guidance throughout the process.
  • Prepare and distribute patient paperwork, ensuring all necessary documents are completed and accurate.
  • Respond to walk-in patient needs, providing prompt and courteous service.
  • Monitor waiting room for delays, ensuring a smooth and efficient patient flow.
  • Check-out patients, ensuring all necessary tasks are completed and accurate.
  • Schedule appointments, managing patient schedules and ensuring timely follow-up.
  • Provide patients with clinical summaries following visits, ensuring accurate and timely completion of tasks.
  • Coordinate interpreting services for patients, ensuring effective communication and support.
  • Reconcile appointments, ensuring accurate and timely completion of tasks.
  • Answer phones, check voicemails, and monitor phone volume, providing prompt and courteous service.
  • Collect and distribute mail, ensuring timely and accurate completion of tasks.
  • Scan and fax documents, maintaining a high level of accuracy and attention to detail.
  • Monitor electronic health records, providing follow-up and support as necessary.
  • Participate in orientation of new staff, ensuring a smooth and efficient onboarding process.
  • Float between front desk and scheduling areas as needed, providing support and assistance to colleagues.
  • Provide satellite coverage as assigned, ensuring a smooth and efficient patient flow.
  • Participate in process improvement initiatives, contributing to the development and implementation of new and existing workflows.
  • Actively embrace and support divisional and organizational initiatives, demonstrating a commitment to excellence and customer satisfaction.
  • Participate in outreach initiatives, community events, and seasonal clinics, promoting the mission and values of MAHEC.
Key Competencies:
  • Integrity and Accountability: Instill trust through own actions and follow through on commitments, demonstrating high standards of ethics and treating others fairly and consistently.
  • Relational Skills: Possess a high degree of self-awareness, recognizing and understanding one's own and others' emotions and managing them effectively to respond appropriately and achieve intended goals.
  • Collaboration: Foster commitment, team spirit, and trust, consistently developing and sustaining collaborative working relationships across functions and departments.
  • Resilience and Adaptability: Deal effectively with pressure while maintaining focus and remaining optimistic under adversity, being open to change and new information and adapting rapidly in response to changing conditions and unexpected difficulties.
  • Service Delivery: Place patients and colleagues at the center of priorities, possessing a high sense of urgency and ownership in solving problems and looking for opportunities to enhance the level of service provided.
  • Conflict Resolution: Know how to uncover and resolve conflicts and disagreements in a positive and constructive manner, maintaining positive relationships and a professional and respectful attitude even under difficult circumstances.
  • Diversity, Inclusion + Equity: Seek out cross-cultural experiences that encourage awareness, seeking feedback from diverse stakeholders and ensuring an equity mindset to carry out the mission in culturally relevant ways.
Specified Skills:
  • Computer: Advanced computer skills as related to working with medical office software programs, experience with Electronic Health Records.
  • Foreign Language: Ability to speak Spanish strongly preferred.
  • Other: Knowledge of medical office functions, including business office workflows.
Physical Demands:

Not Applicable.

Supervisory Responsibilities:

Not Applicable.

Education and Experience:
  • Minimum Qualifications: Any combination of education and experience equivalent to a high school diploma or equivalent, two years of relevant experience, or comparable combined education and/or experience required.
  • Preferred Qualifications: Previous experience in a medical office/clinical environment preferred.
Required Licenses:

Not Applicable.

Schedule:

Regular attendance on-site is an essential function of this position. Typical business hours are Monday - Friday, 7:30 am to 6:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required.

Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.

Position Compensation:

$19.52/hour, full time with full benefits available

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