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Customer Service Agent

2 months ago

Lake Charles, Louisiana, United States PrideStaff Full time

Position Overview: As a vital member of our team, you will oversee a busy multi-line phone system, serving as the initial contact for all incoming communications.

  • Manage incoming calls efficiently and in accordance with established service level agreements.
  • Direct misrouted calls to the appropriate personnel.
  • Utilize computer systems to accurately enter or verify patient information in real-time.
  • Identify patients using their date of birth and name within the electronic health record (EHR) system.
  • Create new patient accounts when necessary.
  • Collect and input patient demographic details into the EHR system.
  • Verify and update existing patient demographic information.
  • Determine payer sources and confirm insurance eligibility.
  • Update patient financial records accurately.
  • Schedule patient appointments in accordance with established guidelines, ensuring to gather prior exam details when required.
  • Prioritize patient needs to find immediate appointment slots as necessary.
  • Handle cancellations and rescheduling efficiently, offering optimal alternatives.
  • Monitor the appointment reminder system to ensure all cancellations are reconciled with the schedule.
  • Provide callers with general and specific visit instructions as needed.
  • Communicate with clinic staff through system messages for follow-up, ensuring thorough documentation.
  • Respond to and document patient inquiries and requests promptly.
  • Collect and organize incoming referrals while managing phone communications.
  • Schedule and coordinate referral appointments effectively.
  • Follow established communication protocols when addressing various topics.
  • Perform additional duties as required.
Qualifications:
  • High School Diploma with 1-2 years of customer service experience or a comparable combination of education and experience.
  • Proficient in MS Office and adept at navigating multiple software platforms.
  • Typing speed of at least 40 words per minute.
  • Strong customer service abilities with a focus on resolving patient issues.
  • Capability to quickly analyze large volumes of information to address customer inquiries.
  • Flexibility to work hours based on scheduling demands.
  • Effective time management and prioritization skills in a fast-paced, multi-tasking environment.
  • Previous experience in a call center or healthcare setting is preferred.
  • Familiarity with medical terminology is strongly preferred.
  • Ability to communicate in Spanish or other languages in addition to English is a plus.
  • Experience in a medical assistant role or similar healthcare position is advantageous.
  • Knowledge of EHR systems and practices is preferred.
  • Understanding of HIPAA compliance and various health insurance types is beneficial.
Compensation: $15.00 per hour