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Customer Service Representative

Customer Service Representative

Chase Brexton Health CareBaltimore, MD, United States
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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.
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    Customer Service Representative • Baltimore, MD, United States