Customer Service Representative 2 (180438)

BOISE STATE UNIVERSITY

University Health Services

The Customer Service Representative is the first point of contact for students and/or employees seeking care from Health Services. Customer service representatives at Health Services perform essential duties regarding patient scheduling based on presentation of symptoms and chief complaints. Also this position is responsible for collecting sensitive personal information to ensure quality of care, efficient patient flow, and proper billing for services provided. This position requires a high level of teamwork, strong attention to detail, and is essential in creating a positive environment that enhances the patient’s experience at Health Services.

Responsibilities Include:

• Scheduling/updating University Health Services appointments
• Answering phone calls, taking messages, routing calls to appropriate department and staff
• Check-In/Greeting patients in a manner that provides a positive customer service experience
• Check-Out patient appointments/Invoicing charges to appropriate payer and collecting monies due
• Entering essential data into Electronic Medical Record
• Assisting with insurance and billing related tasks
• Communicating with patients and staff
• Defusing upset or angry patients

Minimum Qualifications:

• Some knowledge of interviewing methods.
• Experience interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Preferred Qualifications:

• Strong attention to detail.
• Ability to learn medical terminology.
• Strong communication skills such as; active listening, probing to clarify questions or situations, and written communication.
• Ability to multi-task
• Pleasant and positive demeanor and outstanding commitment to customer service
• Ability to demonstrate verbal and non-verbal customer service communication.