Customer Service Representative

Maintains an environment of safety for patients, self and others.

Use effective communication skills to facilitate effect team operations. Including taking phone messages, triaging, and relaying verbal and

written information. Communicate with teammates when taking breaks or off queue so that the phone lines are managed/covered at all times.

Provide superior customer service to referral sources and patients/families by answering the phone with a polite greeting that includes coworker’s

name and a smile. Attempt to assist callers before recruiting assistance from teammates so as to prevent the caller from experiencing a longer

handle time. Keep caller hold times to 3 minutes or less in queue. Keep callers appraised of their hold times once the call is dequeued and CSR is

working with caller on a request. Use proper grammar and punctuation in all correspondence (via telephone, face-to-face, and in email). Include

an email signature with direct dial phone number in all emails.

Serves on the weekend staffing rotation as needed.

Accurately scans and files patient information as instructed.

Accurately enters patient information and orders into electronic medical record according to each service line ordered.

Accurately notifies correct service line of new referral for timely initiation of services.

Provide callers with status updates on referrals.

May be required to verify and enter insurance information.

Job Qualifications:
Customer service experience in a health care setting

required. Post-acute customer service experience preferred.

Strong communication, word processing, and data entry

skills required.

High School graduate or GED plus two years of related

experience or training required. Previous home health,

hospice, or DME experience with exposure to data entry

preferred. Requires exceptional customer service and

organizational skills. Medical terminology desired.

Computer data entry and typing required.