Customer Service Representative
GENERAL SUMMARY:
Under general supervision, performs a variety of receptionist duties such as; answer incoming calls from patients, answer inquiries and questions, handle patient complaints with documentation and transferring them to the appropriate supervisor, schedule patient appointments, filing of faxes, use of electronic health system, and provide basic information.
SUPERVISION RECEIVED:
Works under the direct supervision of the office coordinator or designee for daily operations.
RESPONSIBILITIES AND DUTIES:
- Answer incoming telephone calls promptly and in a polite and professional manner.
- Retrieve telephone messages and follows up with appropriate actions.
- Screen telephone calls to ensure routing to the appropriate department or individual.
- Assist with appointment scheduling, cancellation and reschedule. Schedule appointment correctly - review appointment date, time, location, and provider name with caller.
- Answer questions and offer other information as requested to provide patient-focused service and a positive impression of the organization
- Ensure complete and accurate data entry during telephone process.
- Provide general information; directions, scope of services, available programs etc.
- Filing of electronic faxes and assigning to appropriate personnel.
- Attend and participate in clinic staff meetings and trainings: always come prepared with a notebook and a pen.
- Use sound judgment in handling calls, especially with upset patients. Forward patient’s concern and feedback to appropriate personnel for resolution and optimization of clinic efficiency.
- Attends required meetings and participates in committees as requested including annual HIPAA and OSHA training. Maintains work area according to OSHA guidelines.
- Participates in professional development activities and maintains professional affiliations.
- Performs other related duties as required.
PHYSICAL DEMAND AND WORKING CONDITIONS:
- Requires manual and finger dexterity and eye-hand coordination.
- Work is of medium demand and requires stationary position for long periods of time.
- Occasionally lifts and carries heavy items.
- Talking and hearing for receiving patients, making and canceling appointments, and communicating with office staff.
- Requires normal visual acuity.
- Contact involves dealing with sick people.
MINIMUM ENTRANCE REQUIREMENTS:
Knowledge, Skills and Abilities:
- Proficiency in written and verbal English.
- Exceptional customer service skills.
- Pleasant telephone manner.
- Working knowledge of Microsoft Office applications, Google Docs
- Ability to prioritize assignments to complete work in a timely manner.
- Knowledge of medical practice patient care.
- Knowledge of common safety hazards and precautions to establish a safe work environment.
- Ability to establish and maintain rapport with patients, physicians, managers, co-workers and contacts external to the practice.
Job Type: Full-time
Experience:
- 1-year minimum working experience in Customer Service (Preferred)
Education:
License:
