Customer Service Representative

About the role

This position is Onsite. Our office is located at 28 Newton St, Southborough, MA 1772.

Responsibilities

• Screens all incoming patient inquires (through phone, or potentially mychart) to determine whether those inquiries can be appropriately handled by the Patient Service Representative or if they need to be directed to other team members. This includes chart review to identify previous activity that may have occurred related to the call.
• Adheres to service line booking guidelines to ensure that clinic utilization is optimized safely and effectively as well as supports the needs of our patients.
• Initiates request for forms, letters, medication renewals, referrals, prior authorizations, and any other administrative needs submitted by patients following standard work determined by service line and answers any corresponding questions. Understands all documents and processes.
• Documents details of each call in the patients' electronic medical record using both service line documentation tools as well in addition to free text when appropriate to ensure coordination of care.
• Reviews and facilitates the updating of missing /outdated information in the patient record with each call including demographics, primary care physician selection, and insurance.
• Effectively deescalates issues with upset patients and practices. Uses advanced listening techniques to understand the issue and give patients options as they are available to help resolve and ensure satisfaction. May refer difficult or highly complex phone calls and issues to a supervisor.
• Participates in resolving operational difficulties and communicates with supervisor regarding department issues/ problems and opportunities for improvement.
• Develops and maintains effective and efficient communication with the patient, interdisciplinary team, department staff, providers, and other agencies.
• Participates in problem solving activities, focusing on productivity and quality. Works with supervisors to ensure continuous improvement of the department.
• Attends required team and/or regional meetings to learn new workflows and stay connected with teams working in a remote environment.
• Complies with health and safety requirements and with regulatory agencies.
• Complies with established departmental policies, procedures, and objectives.
• Enhances professional growth and development through educational programs, seminars, etc.
• Attends a variety of meetings, conferences, and seminars as required or directed.

Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Basic computer knowledge
• Basic typing skills
• Must live within a commutable distance to Southborough, MA
• Ability to work full-time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm. It may be necessary, given the business need, to work occasional overtime

Skills

• Caring
• Connecting
• Strong problem-solving skills
• Clear verbal and written communication skills

Benefits

We offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Pay

The hourly pay for this role will range from $16.00 to $29.00 per hour based on full-time employment.

Schedule

This position is full-time, Monday - Friday. Employees are required to have flexibility to work any of our shift schedules during our normal business hours of 8:00 am - 5:00 pm. It may be necessary, given the business need, to work occasional overtime.