Customer Service Representative/Call Center/Front Desk

Be a key player in creating the first impression that patients & the community have of Norwalk Community Health Center

This entry-level position allows the incumbent to gain a keen understanding of healthcare administration and operations. Come put your customer service skills to use and build a career in a growing field all while providing critical services to those most in need in our community

Essential Duties/Responsibilities:

Provides phone and administrative coverage in department. Works with clinical support team (i.e Providers, MA's and nurses) in addressing patient needs

Appropriately performs all reception responsibilities in accordance with established protocols

Schedules patient follow-up appointments, as necessary

Works as a liaison between operational and clinical team, patients, outside providers, and other healthcare professionals

Serves as first point of contact for patient clinical inquiries

Maintains an organized and safe environment

Complies with attendance at all NCHC mandated trainings

On a daily basis, exhibits excellent customer service skills to external and internal customers at all times with a focus on quality of care and team work that focuses on the needs of the business

Ability to provide medical reception coverage for Adult Medicine, OB/GYN, Pediatrics or Mental Health as needed. This position may also float to the call center or front desk

Reaches out as appropriate to reception, registration, and billing for assistance with patient issues

Appropriately performs all reception responsibilities in accordance with established protocols regarding patient check-in, verification of insurance coverage, and authorization of insurances using PM system

Meets or exceeds NCHC standard for error rating in patient registration information.

Consistently follows established procedure for collecting outstanding patient balances. Monitors self-pay payments/payment arrangements to meet or exceed goals for collection or receipt of payment agreement on a daily basis.

Exhibits complete knowledge of and complies with all established protocols for daily reconciliation

Meets or exceeds NCHC accuracy standard in reconciliation and compliance with securing monies. Meets or exceeds NCHC standard for error rate in post-scheduler match.

Maintains an organized and safe environment.

Complies with attendance at all NCHC mandated trainings required for the position.

Answer and direct a high volume of incoming calls as a first point of contact for the center. ·

Able to handle multiple tasks simultaneously.

Ability to provide coverage of front desk as needed.

Reaches out to Team Lead and Practice Manager, as appropriate, for registration and billing questions, and for assistance with patient issues.

Informs patient of outstanding balance prior to booking new appointments. Utilizes supervisors' expertise and guidance and follows directives from both the Team Lead and Practice Manager.

On a daily basis, exhibits excellent customer service skills to external and internal customers at all times with a focus on quality of care and teamwork that focuses on the needs of the business. ·

Completing various clerical tasks associated with customer service, including filing, correspondence, and other record keeping functions

Core Competencies:

· Intermediate Microsoft Excel, Word, PowerPoint, and Outlook Skills

· Internet search skills

· Ability to use proprietary scheduling/medical information system

· Excellent phone skills

· Professional demeanor, good listening skills and a clear telephone voice

· The ability to work quickly and accurately under pressure

· Detail oriented and well organized

· Ability to interact with a diverse population of people

· Must be able to relate to and work with ill, emotionally upset, and sometimes aggressive people

· Responds promptly to customer needs

· Responds to requests for service and assistance; Meets commitments

· Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things

· Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality

The Call Center position is for the hours of Monday-Friday 8am-5pm.

Bilingual English-Spanish strongly preferred.

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Plastic shield at work stations
• Temperature screenings
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

Work Remotely

• No

Job Type: Full-time

Pay: $ $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave

Work Location: In person