Client Support Representative

Open Health Care Clinic • St. George, LA

2d

About The Position

Under general supervision, the Client Support Representative responds professionally to telephone inquiries and supports patient and customer satisfaction by providing quality service, identifying caller needs, and helping resolve issues and concerns. The role provides organization-wide telephone support, customer service, and electronic patient scheduling, and serves as a resource for the organization's patients and clients.

The position handles inbound and outbound calls, documents interactions, responds to requests, and directs or escalates calls as appropriate. It also gathers and enters patient information, schedules appointments, and conducts telephone interviews to obtain medical histories. The representative must protect patient and agency information and comply with HIPAA and other applicable health information privacy laws.

The stated schedule is Monday through Friday, 9:00 a.m. to 5:30 p.m. Driving during the workday and local or out-of-state travel may be required.

Requirements

• High school diploma or equivalent.
• One to two years of customer service experience, or an equivalent combination of education and experience.
• Proficiency in relevant computer applications.
• Ability to exercise sound judgment and make decisions.
• Clear communication, planning, organizational, and interpersonal skills.
• Ability to work under pressure, take initiative, and be flexible.
• Ability to convey a positive and professional image to the public and patients.
• Proficiency with email, Microsoft Excel and Word, the internet, and networking.
• Ability to learn and follow instructions in an electronic health record system.

Nice To Haves

• Previous experience in a medical practice.
• Bilingual in English and Spanish.

Responsibilities

• Accept responsibility for meeting professional, ethical, and relevant legislative requirements.
• Answer telephone calls promptly and politely, and manage large volumes of inbound and outbound calls in a timely manner.
• Follow communication scripts when addressing different topics.
• Identify callers' needs, clarify information, research issues, and provide solutions or alternatives.
• Maintain records of conversations in the call center database.
• Resolve problems by researching and implementing solutions, and escalate unresolved issues.
• Fulfill requests by clarifying the information needed, completing transactions, and forwarding requests.
• Answer questions and provide information to deliver patient-focused service and a positive impression of the organization.
• Act as a liaison for patients and direct calls to other departments as necessary.
• Use sound judgment when handling calls and determine when to escalate calls to medical personnel or management.
• Contribute positively to staff morale and corporate culture and help ensure patients receive the best possible care.
• Obtain and enter accurate demographic information into the electronic health record.
• Schedule appointments properly and inform patients what to bring.
• Read and interpret general health and social services guidelines or technical procedures.
• Interview patients by telephone to obtain complete and accurate medical histories, including surgical history and medications.
• Protect patient and agency information, maintain confidentiality, and comply with HIPAA and applicable federal and state privacy laws.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED