Customer Experience Specialist (69049)

About the role

The Customer Experience Specialist provides exceptional customer service while addressing a high volume of telephonic customer inquiries. The role ensures a superior patient experience for incoming calls from patients and community partners and performs critical follow-up calls to all patients seen within the facilities.

Responsibilities

• Provide exceptional customer service while managing a high volume of telephonic inquiries from patients and community partners.
• Identify and address customer needs, routing challenges to the appropriate resource.
• Obtain patient demographics and register patients for appointments using designated software.
• Verify patient benefits and accurately quote out-of-pocket costs based on real-time benefit eligibility.
• Maintain appropriate documentation for telephonic inquiries.
• Utilize designated scripting and protocols.
• Assist in completion of Medical Records Requests.
• Manage PHI in accordance with all applicable HIPAA rules and regulations.
• Adhere to organizational protocols and values.
• Communicate positively and respectfully with team members.
• Perform outbound follow-up calls to patients seen within facilities.
• Effectively communicate with Facility teams via phone and electronic messaging.

Requirements

• High school diploma or GED.
• One year of Customer Service Experience.

Skills

• Excellent verbal communication skills.
• Ability to prioritize tasks and manage changing priorities.
• Attentive to details.
• Strong computer skills.
• Demonstrated ability to follow written procedures.
• Independent decision-making.
• Interaction with others using professionalism and tact.
• Problem-solving, reading comprehension, and writing/composition.

Preferred Qualifications

• Customer Service or high-volume call center experience in a Healthcare Related Industry is strongly preferred.
• Medical terminology knowledge is preferred.
• Spanish and Creole language skills are preferred.

Physical Demands

• Bending: Occasional (1-33%).
• Lift/Carry up to 25 lbs: Occasional (1-33%).
• Listening, Near Acuity, Repetitive hand/wrist work: Constant (67-100%).
• Sitting, Speaking: Constant (67-100%).
• Standing, Twisting: Occasional (1-33%).
• Use of computer, keyboard, mouse: Constant (67-100%).

Environmental Conditions

• General office environment including independent work and interaction with customers: Constant (67-100%).
• Teamwork: Constant (67-100%).