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Healthcare Customer Service Specialist

2 months ago

Birmingham, Alabama, United States JL Morgan & Associates, Full time
Job Overview

At J.L. Morgan and Associates, our Healthcare Customer Service Specialists are essential in conducting healthcare surveys by reaching out to patients who have recently been discharged. This role demands strict compliance with the guidelines set forth by the Centers for Medicare and Medicaid Services (CMS). As a Healthcare Customer Service Specialist, you will perform structured and repetitive interviews, ensuring that patient feedback is accurately documented and recorded for quality control.

Primary Responsibilities:

  • Conduct patient interviews over the phone, adhering closely to established survey scripts.
  • Confirm patient details, including the name of the healthcare facility and discharge date.
  • Meticulously transcribe patient feedback into the system while demonstrating active listening skills.
  • Engage in various survey research initiatives, such as:
    • Physician and Clinical Group CAHPS
    • Emergency Department discharges
    • Outpatient Services
    • Inpatient discharges
  • Interact with patients in a friendly manner, showcasing enthusiasm and empathy to foster participation in the survey.
  • Uphold patient confidentiality and ensure adherence to HIPAA regulations.
  • Communicate any inquiries, needs, or training requirements to management.
  • Offer direction on whom to contact for unresolved health or care-related concerns.
  • Contribute to team initiatives by sharing suggestions for process improvements.
  • Perform repetitive tasks throughout the day with an emphasis on quality and efficiency.
  • Maintain the ability to remain seated for extended periods, typically 4-6 hours.

Qualifications:

  • High school diploma or equivalent is required.
  • Prior experience in a call center or data entry role is preferred.
  • Strong and precise typing abilities.
  • Excellent active listening and communication skills.
  • Capability to manage conversations effectively and guide them as needed.
  • Customer service-oriented with a strong emphasis on teamwork.
  • Driven to achieve effective and efficient outcomes in a dynamic environment.
  • Familiarity with the healthcare sector and best practices in telephone communication.

J.L. Morgan and Associates values your interest in this position and looks forward to discussing your potential contributions to our team.