Customer Service Representative
Chase Brexton Health Services | |
17.65 To 20.99 (USD) Hourly | |
United States, Maryland, Baltimore | |
Nov 28, 2024 | |
JOB SUMMARY: Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites. Serves as the point of entry for answering incoming phones calls. MAJOR DUTIES AND RESPONSIBILITIES: Communication * Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services. * Answers calls in a timely manner to assist with maintaining a high level of quality service. * Provide patients with information on physicians, available services provided, and directions to all of our locations. * Answer patients or physicians questions pertaining to appointments and services provided. * Interviews callers to obtain full understanding of what information is being requested. * Responsible for satisfying the customer's scheduling needs and striving for first call resolution. Compliance, Policy, and Procedure * Coordinate appointments for patients needing multiple types of healthcare services. * Properly registers patients by verifying and obtaining accurate patient information. * Ensures that established patients have updated contact and demographic information * Complies with confidentiality policies, such as HIPAA, when contacting patients. * Maintain and update patient demographic and insurance pre-registration information in scheduling system. Patient Focus * Provide high quality customer service on every call. * Display empathy and sensitivity to each patient's individual needs. * Always uses courtesy words and shows respect to each patient. Workplace Computers and Equipment * Creates and responds to Emails, Flags and Phone notes in the Centricity database. * Inputs contact, demographic, and insurance information into Centricity database. * Updates appointment reminder statuses appropriately into the Centricity database. Dependability and Reliability * Display time flexibility towards work shift per company needs. Teamwork * Promote teamwork and call center success. * Work as a group to improve call center policies and procedures. * Always uses courtesy works and shows respect for each member of our team. SKILLS AND ABILITIES: * Ability to type 35 wpm preferred. * Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. * Requires ability to work with diverse people and deal effectively with angry and/or upset customers. * Knowledge of MS word, Excel, and MS Outlook preferred; EMR experience is a plus * Bilingual - English and Spanish preferred. EDUCATION AND/OR EXPERIENCE: * High school degree or GED required, college degree preferred. * A minimum of 2 years of Medical Call Center experience is required. * In lieu of 2 year experience in a Medical Call Center; a combination of 2 years non-medical call center and medical office experience is required. |