Customer Service Representative

2 months ago


Ann Arbor, Michigan, United States Trinity Health Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Trinity Health. As a key member of our Call Center, you will be responsible for providing exceptional service to our patients, families, and healthcare providers.

Key Responsibilities
  • Answering Calls: Respond to incoming calls in a timely and professional manner, assessing the urgency of each call and directing it to the appropriate team member or resource.
  • Scheduling Appointments: Schedule patient appointments, communicate with clinical personnel to optimize patient care and efficiency, and manage patient referrals and prior authorizations.
  • Providing Customer Service: Deliver a high level of customer service to all internal and external customers, responding to their inquiries and resolving their issues in a timely and professional manner.
  • Managing Referrals and Authorizations: Receive and process patient referrals and prior authorizations, ensuring that all requests are processed correctly and in a timely manner.
  • Documenting Patient Information: Accurately document patient information, including messages for physicians and staff, and ensure that it is task-able through our electronic medical record system.
  • Staying Up-to-Date: Stay current on MyChart updates, changes, and FAQs, and assist patients with MyChart-related questions.
  • Completing Call Center Tools: Accurately complete call center tools, using the call log and on-call MD calendar to ensure that all necessary information is captured.
  • Reviewing and Monitoring: Review, monitor, and perform follow-up on all referral requests and authorizations for outpatient procedures and/or surgeries.
  • Communicating with Patients and Providers: Communicate with patients, insurance companies, and office staff to resolve issues and ensure that patient care is optimized.
Requirements
  • Education: High school diploma or equivalent.
  • Credentials/Licensure: None required.
  • Experience: Up to 3 years' experience in a combination of patient services, medical reception, call/customer service center (medical environment) or other relevant business environment.
  • Skills: Excellent communication and customer service skills, proficiency in operating a standard desktop and Windows-based computer system, and ability to work collaboratively in a team-oriented environment.
Working Conditions

This job operates in a typical office environment, which involves frequent interruptions and significant interaction with people. The ideal candidate will be able to work effectively in a fast-paced environment and maintain a positive, professional demeanor at all times.



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