Customer Service Representative

Roles And Responsibilities

1. Answer incoming calls from patients and healthcare providers professionally and courteously.
2. Reschedule and cancel medical appointments accurately and efficiently using our scheduling software.
3. Verify patient demographics information to ensure accuracy and completeness.
4. Provide patients with necessary information regarding appointment preparation, location, and any special instructions.
5. Document all patient interactions and appointment details accurately in the electronic medical records system.
6. Follow up with patients to confirm appointments and remind them of upcoming visits as needed.
7. Collaborate with other call center team members to address patient inquiries and resolve scheduling issues.
8. Adhere to all HIPAA regulations and always maintain patient confidentiality.
9. Assist in other administrative tasks and projects assigned by the supervisor.

Experience Requirements

• Strong written and verbal communication skills, with the capacity to engage effectively with individuals across all organizational tiers, including executive leadership.
• One year Customer Service experience in either call center, retail, or medical office.
• Attention to detail.
• Outstanding customer service aptitude.
• Dedication to a patient-centered approach, delivering exceptional patient care.
• Proficiency in use of Internet, Intranet resources and MS Outlook.
• Proficient typing speed and accuracy (35 WPM).

Education Requirements

• A high school diploma or GED is preferred.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job, the employee is primarily required to sit for extended periods, use hands for typing and operating computer equipment, and talk or hear while communicating with callers.
• The employee may occasionally be required to stand or walk within the call center environment.
• The employee must have the ability to maintain focus and concentrate on tasks amidst potential distractions.
• Specific vision abilities required by this job include close vision for reading and distance vision for viewing computer screens.
• The physical demands of this position typically involve minimal lifting or carrying of objects, not exceeding 10 pounds.

Benefits

• Generous Paid Time Off.
• Medical, dental and vision benefits.
• Paid Holidays.
• Company paid life insurance.
• 401(K).
• On-going education available including certification reimbursement.
• Discount Programs Including Vision discounts on products and services.