Customer Experience Specialist

About the role

The Customer Experience Specialist (CES) provides exceptional customer service while addressing a high volume of telephonic customer inquiries. The CES 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.