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Patient Support Coordinator

2 months ago

Miami, United States Care Resource Full time

Customer Care Specialist

Job Category: Grants & Development Requisition Number: CLIEN01216

Job Overview

The Customer Care Specialist (CCS) plays a vital role in managing a high volume of telephone inquiries from patients and clients regarding the services provided at the Health Center, which encompass Medical, Dental, Behavioral Health, and Case Management. Adhering to established agency protocols and scripts, the CCS ensures that all clients receive prompt and courteous service, continuously striving to enhance service delivery.

Key Responsibilities

Client Interaction

Responds to incoming calls in a timely and professional manner, in line with health center standards for exceptional customer service.

Exemplifies the organization's culture of service by delivering gracious and efficient assistance with a strong sense of commitment, compassion, and expertise to all patients and clients.

Maintains comprehensive knowledge of all services and resources available at the health center.

Ensures timely retrieval and response to all voice messages, aiming for a 24-hour turnaround.

Utilizes the patient portal to manage inquiries and requests efficiently.

Addresses routine inquiries and concerns from patients and clients by following established guidelines and utilizing available resources to resolve issues effectively.

Employs computer systems to document and track inquiries, ensuring follow-up on pending matters as necessary.

Records all interactions with customers, including details of complaints and actions taken.

Accurately updates demographic information in the agency's electronic health record and practice management system.

Coordinates patient appointments across various services, adhering to scheduling protocols and guidelines.

Facilitates the scheduling of interpreters for appointments requiring translation services.

Confirms appointment details with callers, including date, time, location, provider, reason for visit, and insurance status.

Informs clients of necessary documentation required on the day of their appointment.

Conducts outbound calls to manage appointment cancellations and rescheduling, as well as to follow up on missed appointments.

Directs calls to appropriate departments as needed and escalates issues according to established procedures.

Meets performance expectations related to call metrics and service quality.

Adheres to HIPAA regulations when communicating with patients and clients.

Verifies insurance eligibility and benefits for scheduled appointments as required.

Service Culture: The 3 Cs

Compassion: Engages with customers respectfully, maintaining eye contact and responding appropriately.

Competency: Delivers services by following established protocols and seeking assistance when necessary.

Commitment: Proactively addresses customer needs and follows up to ensure satisfaction.

Physical Requirements:

This position involves frequent sitting, standing, and communication, both in person and via phone. Occasional lifting of up to 50 lbs. may be required.

Additional Information:

Participates in organizational development activities as needed and performs other duties as assigned.

Qualifications

Education: High School diploma or equivalent required.

Experience: A minimum of 2 years in customer service, call center, or scheduling roles, preferably within healthcare settings. Training in HIV/AIDS is a plus.