Customer Service Assistant

General Description: This position provides excellent customer service experience to patients via phone and in-person.

Reports to

Customer Service Manager/Non-Exempt

Travel to satellite offices as needed

Qualifications:

• High School Diploma or equivalent
• One-year related experience
• Industry certifications, CPO, CPSS certification preferred

Skills/Abilities:

• Proficient in MS Office Suite.
• Customer Service Skills.
• Interpersonal effectiveness.
• Communication skills: listening, speaking and writing.
• Able to remain focused and organized.
• Able to effectively manage time.
• Independently seek out resources and work collaboratively.

Essential Call Center Responsibilities

• Provide excellent telephonic customer service experience.
• Use best practices for the EMR/PM and phone systems.
• Working knowledge of EMR/PM and Phone system to efficiently receive incoming calls, transfer calls, insurance verification, insurance authorizations referral management, document messages, schedule, confirm, reschedule and cancel appointments.
• Answer calls as assigned and distribute calls accurately.
• Provide timely assistance in person/via phone.
• Evaluate each caller’s urgency for an appointment using the telephone decision tree.
• Thoroughly gather required demographics and insurance information.
• Timely follow up on appointment messages received via text message, website or Solution Reach portal.
• Perform gap management of assigned provider schedule.
• Daily review of recall and wait list appointments, contact patient when needed.
• Thorough, accurate documentation of demographics, insurance and patient communications in the patient’s electronic health record.
• Send clinic letters within 1 week of patient appointment (i.e. Diabetic letters).
• Mail room responsibilities (maintaining stock for snacks, opening and distributing incoming mail, prepare outgoing mail/shipments, receive shipments).
• Assist with scanning of daily encounters as needed.
• Perform other duties incidental to the work described herein.

Essential Check In/Check Out Responsibilities

• Provide excellent in-person customer service experience.
• Use best practices for EMR/PM and phone systems.
• Working knowledge to efficiently generate documents, schedule, reschedule, confirm or cancel appointments, referral management, insurance authorizations and insurance verification.
• Familiarization with/application of organizational financial policy/procedures.
• Patient check in/check-out timely and efficiently.
• Effectively communicates with providers regarding insurance/fee ticket issues.
• Effectively communicates with patient regarding insurance benefits.
• Scan/file as needed.
• Collect patient co-pays, deductibles according to financial policies and procedures.
• Perform other duties incidental to the work described herein.

Essential Kiosk Responsibilities

• Provide excellent first impression customer service experience.
• Assist patients as needed with usage of the kiosk.
• Provide guidance to patient and families seeking directions upon entering the building.
• Perform other duties incidental to the work described herein.

Essential Clinical Responsibilities

• Able to independently seek out resources and work collaboratively.
• Ability to establish and maintain effective working relationships and create a harmonious work environment for team.
• Able to communicate clearly with patients, families, visitors, healthcare teams, physicians, administrators, leadership and others.
• Able to remain focused and organized and foster a positive work environment.
• Working knowledge of infection control procedures and safety precautions.
• Able to problem solve, and train staff in use of NextGen and all related software.
• Able to perform and train in all aspects of the Front Desk Customer Service Assistant.

Essential Financial Responsibilities

• Ability to accurately balance all credit cards, checks, and cash.
• Use a calculator.
• Basic math skills.

Position Qualifications

• Accountability – Ability to accept responsibility and account for his/her actions or work performed. Willing to accept constructive criticism.
• Accuracy – Ability to perform work accurately and thoroughly with attention to all details of a project or task.
• Adaptability – Ability to adapt to and facilitate change in the workplace.
• Communication – Ability to communicate effectively with others using good listening skills and the spoken word. Ability to write clearly and concisely using good grammar and spelling.
• Empathetic – Ability to appreciate and be sensitive to the feelings of patients and co-workers. Exhibits a cheerful demeanor with the ability to display good-natured tolerance of delay or adversity.
• Essential Job Functions – Ability to perform the Essential Job Functions of this position.
• Initiative – Ability to make decisions or take actions to solve a problem or reach a goal. Desire to excel, attempting non-routine tasks.
• Judgment – The ability to formulate a sound decision using the available information.
• Organized – Possessing the trait of being organized or following a systematic method of performing a task.
• Reliability – Can be relied upon to demonstrate reliability in attendance and punctuality.
• Team Player – The ability to work with others and independently for a common goal. Puts aside own individual needs to work toward the larger group objective and reinforce the contribution of others.

Professional Expectations:

• Professionally represent the Company.
• Maintains patient confidentiality at all times according to HIPAA standards.
• Works to maintain a good rapport and cooperative working relationship with all internal and external stakeholders.
• Accepts responsibility, recognizes decisions and communications represent the facility and are subject to state, federal and regulatory agencies.
• Demonstrate critical thinking skills and sound judgment in decision making and communication.
• Adherence to the Employee Handbook.

Physical Demands:

For physical demands of the position, including vision, hearing, and repetitive motion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising patient care. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

An office environment with controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included.

It is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.