Customer Resolution Spec

American Vision Partners•Tempe, AZ

3d•Onsite

About The Position

As a Customer Resolution Specialist, you will schedule patients for urgent and emergent appointments while remaining calm, supportive, and empathetic. This is an in-office position that works closely with patients, clinics, and coworkers to provide quality customer service, answer questions, and share information. The role requires maintaining patient confidentiality and following HIPAA guidelines, company policies, procedures, and departmental expectations.

Requirements

High school diploma or GED.
Working knowledge of computers and phone systems; computer and phone literacy.
Ability to communicate orally and in writing with clarity, tact, respect, and professionalism.
Strong organizational skills and attention to detail.
Ability to maintain confidentiality in accordance with HIPAA guidelines and regulations, and to act professionally.
Ability to lead by example through hands-on involvement in departmental success.
Some weekend availability is required.

Nice To Haves

Spanish bilingual ability is highly preferred but not required.
Experience with staff development, queue monitoring, and departmental adherence to policies, procedures, guidelines, and expectations.
Call center experience is preferred but not required.
Healthcare experience is preferred but not required.

Responsibilities

Schedule, coordinate, and reschedule urgent and emergent patient appointments in a timely manner.
Complete tasks assigned by the Contact Center by the end of each day.
Work closely with patients, clinics, and coworkers.
Verify necessary information in medical records and update patient profiles.
Maintain current physician schedule information and ensure patients are scheduled appropriately.
Assist with scheduling when the department is short-staffed.
Screen calls for clinics and provide information to patients and clinics.
Maintain strict confidentiality and follow HIPAA guidelines.
Use available tools to verify insurance and track ongoing changes.
Treat patients and coworkers respectfully and appropriately.
Adhere to company and departmental policies, procedures, guidelines, and expectations.
Provide quality customer service and answer patient questions helpfully.
Seek clarification from the Team Lead or Manager as needed.
Complete special projects and other duties as assigned by leadership or management.