Customer Service Representative

1 week ago

Tucker, Georgia, United States Georgia Retina Full time
Job Summary

We are seeking a highly skilled and compassionate Customer Service Representative to join our team at Georgia Retina. As a key member of our customer service team, you will play a vital role in delivering exceptional service to our patients and ensuring their needs are met promptly and professionally.

Key Responsibilities
  • Answering Patient Calls: Respond to incoming calls from patients, addressing their inquiries, concerns, and requests in a courteous and empathetic manner.
  • Scheduling Appointments: Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
  • Verifying Patient Information: Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
  • Updating Electronic Health Records: Update electronic health records (EHR) accurately and efficiently.
  • Providing Medical Information: Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
  • Advancing Medical Knowledge: Stay up-to-date on various diagnoses to efficiently triage and schedule patient requirements.
  • Handling Patient Complaints: Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
  • Collaborating with Medical Professionals: Collaborate with external medical professionals, such as referring doctor offices and internal departments, to ensure seamless patient care coordination.
  • Maintaining Physician Schedules: Maintain cohesive physician schedules for affiliated practices and locations.
  • Documenting Call Interactions: Document call interactions and relevant patient information accurately in the call center software system.
  • Adhering to Confidentiality Standards: Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
  • Participating in Ongoing Training: Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
  • Meeting Performance Metrics: Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
  • Handling High Call Volumes: Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
Requirements
  • Education: High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
  • Experience: Previous experience in a call center, customer service, or healthcare setting is advantageous.
  • Skills: Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly. Empathy, compassion, and a customer-focused mindset when dealing with patients.
  • Knowledge: Familiarity with medical terminology, healthcare procedures, and insurance concepts. Proficiency in using call center software, databases, and electronic health records (EHR) systems.
  • Abilities: Excellent multitasking skills and the ability to work under pressure. Strong problem-solving abilities to address patient inquiries effectively. Ability to maintain professionalism and composure during stressful situations.

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