Clinic Customer Service Specialist
About The Position
This position maintains responsibility for engagement, scheduling and interfacing with all incoming patients to Health Services. This job requires knowledge of electronic health record systems and experience with a high-volume call center. The position works closely with administrative and clinical staff in completion of registration of patients, appointment scheduling and management, referral completion and medical history entry. The position requires the use of analytical judgement and initiative to determine the best approach for urgent and non-urgent patient care needs. The position requires a strong commitment to high quality customer services and team collaboration. Participation in Quality Assurance reporting is also an aspect of this position to determine sound approaches to engaging in high levels of patient care. This position will require 40 hours per week. Standard business hours are Monday through Friday, 8am to 5pm. Evenings and weekends may occasionally be required. Work location is primarily at the Tempe campus; however, incumbent may be required to travel to off-campus events and other ASU campuses to perform work. Occasional participation in university activities that support student success will be required outside of standard work hours.
Requirements
- High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
- Knowledge of electronic health record systems
- Experience with a high-volume call center
Nice To Haves
- Front office experience in a healthcare environment
- Experience in scheduling and management of appointments
- Experience in utilizing electronic medical records systems
- Knowledge of medical terminology
- Excellent written and verbal communication skills
- Exceptional customer service skills
- Experience in using a multiline phone system and/or call center
- Familiarity with HIPAA, FERPA and other privacy and security regulations
Responsibilities
- Maintaining accuracy in scheduling patients for clinical services appointments
- Providing high levels of customer service to students/patients who contact the health center by phone through the call center
- Providing medical office support to clinical and non-clinical staff
- Assisting with entry of patient medical history into electronic medical records
- Assisting with completion of referral documentation
- Participation in Quality Assurance reporting to ensure high levels of customer service provision
- Providing high levels of customer service through an integrated call center
- Ensuring phone metrics set by supervisor are maintained
- Utilizing electronic medical records system
- Completing registration of patients in electronic medical records system
- Organizing and prioritizing workload based on acuity of patient need
- Maintaining confidentiality of medical records by following all applicable HIPAA regulations and university and department policies
- Utilizing excellent phone etiquette and customer service skills
- Educating patients regarding payment options and registration of accurate insurance/payment coverage into patient records
- Maintaining knowledge of the healthcare industry and all service options available to patients
- Being a detail-oriented team member who demonstrates enthusiasm and has a caring and professional commitment to the patient
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
