SUMMARY:
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POSITION INFO:
The Customer Service Representative (CSR) serves as a key link to enhance the patient experience by
promptly and accurately addressing inquiries related to billing and account balances. CSRs are dedicated
to assisting patients with empathy and clear communication. They possess strong problem-solving skills
and are confident in troubleshooting and investigating to resolve any unclear issues or complaints.
The CSR also ensures adherence to financial policies and procedures while maintaining patient
confidentiality.
Each team member aims to uphold excellent service standards, respond efficiently to patient inquiries,
and ensure high levels of patient satisfaction.
WHAT YOU WILL BE WORKING ON:
? Coordinate all physician schedules in an orderly fashion to ensure all appointments flow smoothly
? Call patients to reschedule appointments as needed
? Contact patients who may have not responded to their reminder calls and be assertive to ensure the
appointment will be rescheduled (telemarketing)
? Type and distribute weekly doctor schedules to all medical/surgical offices and staff
? Send information packets, mass mailing to all patients and/or offices when requested
? Assure appropriate documentation is provided in each patient record
? Assure incoming & outgoing clinical summaries and referrals are appropriately placed in the patient
record
? Ensure referrals are received as necessary by doctor or insurance
? Triage calls properly to assure location doctor compliance
? Must be willing and able to be on site 2-3 times per month for training and continuous education.
? Achieve Quality and NPS score requirements
? Comply with all policies and procedures of the organization, including but not limited to standard
operating procedures and Employee Handbook
? Must be willing and able to meet Call Center Remote Work Technology requirements (see addendum)
? Perform various other duties as requested? Perform various other duties as requested.
WHAT WILL MAKE YOU AWESOME:
? Able to handle multi-task work and manage time effectively in a fast-paced environment
? Perseverance and excellent follow through
? Customer-service experience
? Problem-solving / critical thinking
? Adaptability and assertiveness
WHAT YOU KNOW:
To be successful in this role you should have the following experience or knowledge
? Strong ability to work independently with limited oversight post-training
? Attention to detail
? Strong phone and verbal communication skills, including active listening
? Excellent customer service and communication skills, including communication via email and text
? Computer proficiency
? Minimum of 2 years of medical and/or clinical experience
? High school diploma
