Customer Service Representative - (North Charleston Location)

Description:

The texter and customer service role serves our patients and families as the first point of contact with Sweetgrass Pediatrics.

This role actively manages Provider schedules to ensure maximum productivity each day and performs a variety of duties in accordance with federal, state and local regulations along with established priorities and procedures of the practice.

DUTIES & RESPONSIBILITIES:

• Answers the phone professionally with a desire to deliver outstanding service to our patients and families.
• Maintains a positive, empathetic and professional attitude toward customers at all times, even in stressful situations.
• Uses knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.
• Listen to our customer's requests to gain a better understanding of their needs and offer the best solutions.
• Responds to customer's inquiries in a timely manner.
• Keeps record of customer's interactions, transactions, comments and complaints.
• Fields and directs calls to desired departments and team members.
• Schedules and coordinates patient appointments using provider scheduling templates.
• Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information.
• Verifies patient insurance coverage.
• Attends staff meetings.
• Manages time effectively.
• Completes all mandatory training.

Quality and Customer Satisfaction:

• Demonstrates commitment to superior customer experiences.
• Collaborates with others to coordinate care, resolve concerns, and address the needs of patients and their families.
• Considers patient and employee safety. Takes initiative to identify and eliminate risks.
• Respects and considers patient rights to privacy and complies with all HIPAA guidelines for maintaining confidentiality.

Interpersonal Skills:

• Communicates professionally
• Builds strong professional relationships with co-workers while recognizing individual talents and perspectives.
• Identifies, analyzes and solves problems.

Accountability and Productivity:

• Accepts responsibility for decisions and actions.
• Utilizes appropriate resources to effectively and successfully execute responsibilities.
• Adheres to regulatory and company policies and procedures.

Requirements

Requirements:

• High school diploma or equivalent.
• Prior outpatient medical practice experience preferred.
• Knowledge and prior experience with insurance verifications and patient accounts preferred.
• Computer proficient with working knowledge of computer applications. Prior experience with EMR preferred.
• Ability to speak, read and write effectively.
• Demonstrates proper telephone etiquette.
• Must possess excellent customer service, communication and organizational skills.
• Ability to work independently without direct supervision.
• Ability to coordinate, analyze, observe, make decisions, and meet deadlines, in a detail-oriented manner.

MACHINES AND EQUIPMENT USED

• General office equipment such as telephone, copy machine, fax machine, scanner, personal computer.

WORKING CONDITIONS

• Indoor, temperature controlled, smoke free environment.
• Exposure or potential exposure to blood and bodily fluids may be required.
• May at times work under stressful situations.
• Handicapped accessible.

Physical requirements

• Good visual acuity and ability to verbally communicate.
• Ability to lift, lower, push, pull, and retrieve objects weighing a minimum of 10 pounds.

DIRECT REPORTS - None

Central Scheduler/Texting Operator

Please indicate any days or times that you cannot work (required)

Can you type at least 50 words per minute? If unsure, please take an online typing test before submitting. A typing test may be administered at the interview.

Yes

No