Customer Service Representative- Medical

Purpose:

- The Customer Service Representative (CSR) is responsible for a variety of office tasks necessary to provide medical services at WWFHC. These tasks include, but are not limited to: appointment scheduling, patient intake, fee calculation and collection, electronic and manual filing, accurate chart preparation and updating, maintaining and balancing a cash drawer, insurance enrollment and verification, applying appropriate codes, checking out patients, answering phone calls, and other duties as assigned by supervisor.

PART I: ESSENTIAL POSITION FUNCTION AND DUTIES

- Required to be in their assigned work area at all times except for designated breaks or lunch.

- Welcomes and greets guests in a timely fashion and notifies the appropriate staff of the guest’s request.

- Welcomes and greets patients, completes the check-in and intake process in a timely matter.

- Must monitor lobby area a minimum of every 30 minutes to ensure all visitors have been served.

- Answer telephone calls in a timely and professional manner and complete the caller’s request and if unable to do so, find someone who is able to do so.

- Answer patient questions and address complaints, and when necessary request supervisory or management support.

- Daily and constant monitoring that all providers’ schedules meet required protocols. Correct errors as needed.

- Schedule and/or reschedule all appointments in conjunction with approved protocol for calls and walk-ins.

- Make patient calls for range of purposes, including but not limited to confirmation of appointment, no-show appointment, change of insurance status, and reminder calls.

- Register new patients with thorough and complete entries of all demographic, insurance/income assessment information.

PART II: CLINIC WIDE RESPONSIBILITIES

Customer Relations:

-  Treats guests, patients, physicians, and other employees with care, courtesy, and respect.

-  Responds quickly and appropriately to customer request.

-  Looks for and suggests ways to better meet customer needs.

-  Answers clinic communications systems promptly and with courtesy and respect.

Teamwork:

-  Works cooperatively within own department and other areas.

-  Willingly accepts additional responsibility – tries to make others job easier.

-  Responds quickly to request for assistance.

-  Required to work closely with patients and associates.

-  Interacts with other departments on problem issues.

-  Accepts feedback from patients, visitors, clinic employees, physicians and general public.

Communications:

- Keeps appropriate people informed.

- Speaks and writes clearly, concisely, and appropriately for need.

- Listens carefully.

- Communicates tactfully.

- Understands that all confidentiality and privacy considerations are respected and fostered at work and off duty.

Self –Management:

- Presents a positive image of Western Wayne Family Health Center at all times.

- Carries out assignments with little need for direction.

- Timeliness.

- Maintains confidentiality.

- Provides proper notification of absence and tardiness.

- Works weekends and shifts when necessary.

Qualifications

PART III: EDUCATION, EXPERIENCE

- High School Diploma or equivalent.

- One (1) year experience in a clinic or medical office, preferred.

- One (1) year experience working with an electronic medical record system, preferred.

PART IV: KNOWLEDGE, SKILLS AND ABILITIES

- Knowledge of general medical language and procedures.

- Knowledge of multiple insurance plans and government programs.

- Experience with widely used computer software i.e., Microsoft Office, Outlook and healthcare software.

- Skilled at providing excellent and focused customer service.

- Capable of working in a complex work environment, without requiring constant supervision.

- Ability to maintain confidentiality at all times and maintain organizationally appropriate relationships.

- Knowledge of organization policies and procedures.

- Skilled in exercising initiative, appropriate judgment, problem-solving and decision making.

- Skilled in developing and maintaining effective relationships with patients and customers.

Benefits:

Medical

Dental

Vision

STD

LTD

Flexible Spending Account

403B

Lifestyle and quality of life uniqueness (M-F)

Practice focuses on delivery of quality care (Federally Qualified Health Centers)

Competitive Compensation Package