Customer Service Assistant

Position Overview

This position provides excellent customer service experience to patients via phone and in-person. The role reports to the Customer Service Manager (Non-Exempt) and may require travel to satellite offices as needed.

Key Responsibilities

• Provide excellent telephonic and in-person customer service.
• Call Center: Answer calls, manage insurance verification, appointment scheduling (confirm, reschedule, cancel), document messages in the EMR/PM system, and perform mail room and scanning duties.
• Check In/Check Out: Generate documents, efficiently manage patient check in/out, handle referral management and insurance verifications, and collect patient co-pays in accordance with financial policies.
• Kiosk Support: Assist patients with kiosk usage and provide directions to ensure a positive first impression.
• Clinical: Communicate clearly with patients, families, and healthcare teams; adhere to infection control procedures; and train staff in NextGen and related software.
• Financial: Accurately balance credit cards, checks, and cash; use a calculator; and perform basic math as required.
• Professional Expectations: Uphold patient confidentiality per HIPAA standards, represent the company professionally, and demonstrate accountability, adaptability, initiative, and reliability.

Required Qualifications

• High School Diploma or equivalent
• Minimum one-year of related experience
• Proficient in MS Office Suite
• Excellent customer service, interpersonal, communication (listening, speaking, writing), and time management skills
• Ability to work both independently and collaboratively
• Demonstrated traits of accountability, accuracy, adaptability, initiative, judgment, organization, reliability, and teamwork

Preferred Qualifications

• Industry certifications, such as CPO or CPSS, are preferred