Customer Service Representative

1 day ago

Summerville, South Carolina, United States Codman Square Health Center Full time
Job Title: Call Center Representative/PSR

Job Summary:

Codman Square Health Center is seeking a highly skilled and compassionate Call Center Representative/PSR to join our team. As a key member of our front-end revenue cycle management team, you will be responsible for providing exceptional customer service to patients, staff, and providers, ensuring a positive patient experience.

Key Responsibilities:

  • Schedule appointments for primary care and update/cancel appointments per established policies and procedures.
  • Register new patients per registration protocols over the phone.
  • Document all patient inquiries in the Electronic Health Record (EHR).
  • Identify and escalate scheduling/clinical concerns.
  • Respond to routine questions from patients.
  • Confirm referrals orders in the EHR.
  • Provide accurate information about provider schedules.
  • Update patient demographics.
  • Confirm patients have insurance before scheduling appointments.
  • Manage call flow and navigate multiple screens.
  • Manage call talk time within 2 minutes.
  • Retrieve Call Center voicemail messages.
  • Perform all other tasks related to Call Center department areas of responsibilities.
  • Communicate with clinical staff via the EHR.
  • Route calls to the appropriate clinical department.
  • Provide customer satisfaction to both internal and external customers and strive to continuously improve service.
  • Respond to patient needs in a professional manner.
  • Model effective communication and excellent customer service skills.

Secondary PSR Responsibilities:

  • Welcome all patients by smiling and establishing eye contact.
  • Monitor waiting rooms and coordinate with clinical staff to notify patients of any delays.
  • Perform patient Check In functions, including registration, insurance verification, collecting required co-pays or other payments, administering the sliding scale discount program, and 'arriving' patients for their appointments in the EHR.
  • Enter prescription requests into the Electronic Health Record (EHR).
  • Assist patients with completing / collecting pre-visit, consent, and other forms; process patient forms, letters, or obtain prescription request information from patients.
  • Perform patient Check Out, including scheduling follow-up appointments, specialist appointments, assisting and educating patients on referral process.
  • Schedule same day and follow-up appointments, conduct appointment reminder calls, put patients on recall list, process patient no shows and cancellations, and perform end-of-day reconciliations.
  • Coordinate transfer of patients from clinics and Urgent Care.
  • Use sound judgment to determine when and to whom to escalate issues to ensure resolution.
  • Adhere to HIPAA and protect the confidentiality and sensitivity of patient information.
  • Meet service level expectations and identified key performance indicators.
  • Follow standard operating policies and procedures, while delivering expedient, professional responses to patient inquiries and concerns.

Work Schedule:

The work schedule consists of one evening (12p-8:30p) per week and 1-2 Saturdays per month. When working a Saturday, the following Friday would be the day off.

Qualifications & Skills:

  • High school diploma or GED required.
  • A minimum of 1 year experience in a call center, medical/clinical office environment, or Health or Dental insurance industry required.
  • Previous customer service background required.
  • Haitian Creole or Spanish preferred.
  • Excellent customer service and interpersonal skills.
  • Ability to interact with diverse patient population.
  • Solid computer literacy: ability to multitask, organize, and prioritize one's own work.
  • Solid understanding of medical insurance terminology.
  • Knowledge of Community Health Center or Hospital patient registration systems, insurance eligibility verification systems (i.e., MMIS, WebMD, Trizetto, NEHEN) preferred.
  • Solid knowledge of insurance plans, concepts, and terms.
  • Expected to stay abreast of health care insurance changes and referral requirements.
  • Ability to quickly learn new systems and tasks, work as a team member, and independently.
  • Ability to work in a fast-paced environment.
  • Ability to be compassionate, caring, and to remain calm, even under the most stressful of situations.

Codman Square Health Center Mission, Vision, and Values:

Mission: To serve as a resource for improving the physical, mental, and social well-being of the community.

Vision: Codman Square Health Center is our community's first choice for comprehensive, holistic, and integrated services, and empowers individuals to lead healthy lives and build thriving communities.

Values:

  • Patients: Our patients are the center of our care team.
  • Community: The well-being of the individual is deeply connected to the health of the community.
  • Advocacy: We advocate for responsive policies and resources to address health disparities and promote health equity.
  • Staff: We are a diverse, empowered, compassionate, and prepared workforce.
  • Innovation: We promote a culture of innovation that has measurable and sustainable impact.
  • Partnership: We build and sustain diverse partnerships.

Codman Square Health Center is an Equal Opportunity Employer.

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