Senior Customer Service Representative

About the role

As a Senior Customer Service Representative, you will be responsible for efficiently handling inbound and outbound calls scheduling medical appointments for patients while providing exceptional customer service.

Responsibilities

• Answer incoming calls from patients and healthcare providers professionally and courteously.
• Complete outbound calls to complete patient care cycle. (no sales)
• Reschedule and cancel medical appointments accurately and efficiently using our scheduling software.
• Verify patient demographics and insurance information to ensure accuracy and completeness.
• Coordinate appointment schedules with various healthcare providers in numerous locations to optimize patient care and clinic efficiency.
• Provide patients with necessary information regarding appointment preparation, location, and any special instructions.
• Document all patient interactions and appointment details accurately in the electronic medical records system.
• Collaborate with other call center team members to address patient inquiries and resolve scheduling issues.
• Adhere to all HIPAA regulations and always maintain patient confidentiality.
• Assist in other administrative tasks and projects assigned by the supervisor.

Experience Requirements

• Prior experience in scheduling.
• One year of experience working in a medical office.
• One year of employment in a patient experience position required.
• Familiarity with medical office management and electronic medical record software.
• Strong written and verbal communication skills, with the capacity to engage effectively with individuals across all organizational tiers, including executive leadership.
• 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

High school diploma or GED preferred; some college preferred.

Physical Demands

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

Schedule

Monday - Friday, 8:30AM-5:00PM