Bilingual Customer Service Representative II - Madison Location

Midtown Health Center Inc•Norfolk, NE

About The Position

The Customer Service Representative is the first point of contact for patients and the community. This position is responsible for general receptionist duties, completing financial assessments, and preparation of patient charts.

Requirements

Ability to efficiently carry out Midtown Health’s Center mission statement and comply with its policies and procedures.
Ability to establish and maintain effective working relationships with patients, co-workers, and the public and to be able to demonstrate cultural awareness and sensitivity.
Must be able to maintain strict confidentiality of sensitive information in accordance to HIPAA regulations.
Ability to comply with all occupational safety and health standards and all rules, regulations, and orders issued under the Occupational Safety and Health Act (OSHA).
Ability to utilize critical thinking and problem solving skills to address clinic’s needs.
Ability to interpret oral and written instructions and do appropriate follow-up.
Ability to work independently and as a team member.
Must have exceptional time management and organizational skills.
Ability to constructively participate in quality improvement efforts.
Ability to actively participate in marketing and outreach activities when requested and emergency response events when required.
Bilingual (English/Spanish) verbal and written skills highly desired.
Proficient in Microsoft Office applications and data base application.
Ability to operate standard office equipment including, but not limited to computers, printers, copiers, scanner, calculators, facsimile machines, and telephone systems.
Ability to run a multi-line telephone system.
Must have a general knowledge of medical terms.
Ability to learn electronic health record system.
Must understand the differences between and among self-pay patients, insurance patients, Medicare patients, workers’ compensation patients, and occupational medicine patients.
Must have excellent customer service skills, including de-escalation.
Must have strong oral and written communication skills.
High school diploma/GED preferred.
Experience in a medical office setting preferred.
Must have a valid driver’s license and the ability to utilize own transportation for work purposes.

Nice To Haves

Bilingual (English/Spanish) verbal and written skills highly desired.
High school diploma/GED preferred.
Experience in a medical office setting preferred.

Responsibilities

Performs general receptionist duties including greeting patients, answering the telephone and channeling calls, taking messages, scheduling appointments, contacting patients, and filing.
Assesses patient fees, receives payments, issues receipts, maintains cash balance, and assists with maintenance of patient files.
Prepares and/or develops patient charts and assigns patients to a nurse/physician. Updates, completes and/or verifies patient demographic and financial information and ensures that it is accurately scanned and entered into the patient chart.
Identifies and verifies patient’s insurance coverage or other sources for payment of services and ensures that the information is accurately entered into patient chart.
Utilizes and maintains an organized office operation that includes a comprehensive filing system of correspondence, patient records, and inventory.
Translates or assigns staff to translate for clinical staff when needed in both verbal and written materials.
Ensures appropriate referrals to CSR 3 staff when patients identify additional financial and/or resource assistance is needed.
Performs other duties as assigned.
Can perform all Customer Service Representative I duties listed above.
Responsible for opening and closing duties, such as issuing drawer keys and verifying daily deposits.
Responsible for understanding and determining eligibility for, and applying sliding fee schedules accurately.
Sets initial slides and conducts reminder phone calls to patients who need to provide financial documentation.
Responsible for following up with patients who have pending sliding fee applications.
Enrolls patients into patient portal.
Performs other duties as assigned