Call Center Customer Service Rep

The Call Center Customer Service Representative will take incoming telephone calls in a timely manner and respond to caller inquiries in a friendly, helpful and comprehensive manner. The Call Center Customer Service Representative will remain knowledgeable about and proficient at using the scheduling module of CS-HHC’s practice management system so that he/she can schedule patient appointments efficiently, and will also remain familiar with the requirements of CS-HHC’s Sliding Fee Program and the various health plans accepted by CS-HHC.

CS-HHC’s Expectations of all Employees

• Adheres to all CS-HHC Policies and Procedures
• Conducts self in a manner that represents CS-HHC’s Values at all times
• Maintains a positive and respectful attitude with all work-related contacts
• Communicates regularly with supervisor about Departmental and CS-HHC concerns
• Consistently reports to work on time, prepared to perform the duties of the position
• Meets productivity standards and performs duties as workload necessitates

Essential Duties and Responsibilities

• Greets patients and updates demographic information into the computer system. Ensures to treat patients and staff respectfully, courteously and appropriately
• Schedules patients into available Provider/Clinician appointment openings. Ensures to schedule appointments according to established procedures and guidelines of the department
• Assures that patients receive the next available appointments with the correct Provider
• Responsible for scheduling referral appointments according to the request of CS-HHC Provider and in accordance with policy and procedure of other institutions and agencies
• Verifies various types of insurance coverage as indicated by CS-HHC billing procedure customers with product and service information
• Answers phones and responds to customer requests
• Transfers customer calls to appropriate staff
• Identifies, researches, and resolves customer issues using the computer system
• Follows-up on customer inquires that are not immediately resolved
• Completes call logs and reports
• Responsible for receiving telephone calls from patients and correctly and accurately records messages for Providers
• Recognizes, documents and alerts the supervisor of trends in customer calls
• Recommends process improvements
• Performs other duties as assigned

Qualifications

Education:
High School Diploma/GED required.

Experience:
At least one (1) year of office or medical experience is preferred.

Knowledge/Abilities:
Excellent customer service skills with the ability to communicate effectively and

in a confidential manner. Excellent interpersonal skills, organizational skills, and written and verbal

communications skills are essential. Computer skills and data entry skills are required. Familiarity with

Microsoft, Internet and E-mail is necessary. Ability to multitask while maintaining a calm, organized

demeanor. Bilingual ability is highly desirable.

Physical Demands/Working Conditions:

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 the essential functions.

While performing the duties of this job, the employee is occasionally required to sit for extended periods of time. The employee must occasionally lift and/or move up to 15 pounds.

Saturday coverage and/or evening coverage, as needed, is required.