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Healthcare Customer Service Specialist

2 months ago

Grayslake, Illinois, United States UROPARTNERS LLC Full time
Position Overview

GENERAL SUMMARY

The Healthcare Customer Service Specialist plays a crucial role in delivering exceptional service to patients, ensuring that their interactions, whether via phone or in person, are of the highest standard. This position involves coordinating various administrative tasks, including answering calls, welcoming patients and visitors, and managing appointment scheduling efficiently. The specialist is responsible for guiding patients through the registration and checkout processes, which includes collecting co-payments, deductibles, and outstanding balances. Adherence to procedures for verifying patient files and insurance information is essential to facilitate a smooth experience between administrative and clinical teams.

KEY RESPONSIBILITIES

Core duties include, but are not limited to:

  • Welcoming and assisting all patients and visitors, both in person and over the phone.
  • Maintaining a clean and organized front desk area.
  • Registering new patients and updating existing records by gathering detailed personal and financial information.
  • Collecting outstanding balances from patients.
  • Obtaining necessary referrals and authorizations.
  • Scanning and uploading incoming documents into patient records.
  • Generating daily transmittal reports.
  • Facilitating patient flow by notifying medical staff of arrivals and managing delays effectively.
  • Coordinating follow-up services and appointments for patients.
  • Responding to inquiries from patients and visitors with professionalism.
  • Ensuring adequate stock of medical office supplies and monitoring office equipment.
  • Safeguarding patient confidentiality and ensuring protected health information is secure.
  • Handing off responsibilities appropriately upon task completion.
  • Meeting attendance requirements and demonstrating punctuality for scheduled shifts.
  • Respecting and promoting the organization’s commitment to cultural diversity.
  • Utilizing time and resources efficiently.
  • Ensuring accuracy and completeness of medical records.

QUALIFICATIONS

KNOWLEDGE | SKILLS | ABILITIES

  • Proficient in computer applications, including Microsoft Office, with knowledge of healthcare systems and EMR navigation.
  • Ability to manage multiple incoming calls effectively.
  • Strong organizational skills and ability to multitask in high-pressure situations.
  • Customer-focused with the ability to remain composed in challenging circumstances.
  • Capable of working independently while managing multiple deadlines.
  • Understanding of established office protocols and policies.
  • Ability to maintain financial records and perform basic math tasks.
  • Familiarity with medical terminology.
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills.
  • Basic understanding of health insurance products.
  • Ability to navigate online insurance portals for benefit verification.
  • Commitment to compliance with OSHA, HIPAA, and CMS guidelines.
  • Adherence to HR confidentiality standards.

EDUCATION AND EXPERIENCE

  • High School Diploma or equivalent is required.
  • Some college coursework is preferred.
  • 1-3 years of customer service experience is required, with a preference for experience in a medical office setting.
  • Basic knowledge of CPT and ICD-10 coding is preferred.