Customer Service Representative - Interventional Spine Clinic M-F 8-5

San Juan Regional Medical Center•San Juan, PR

2d•Onsite

About The Position

The Customer Service Representative is entrusted to provide excellent service and set a positive tone for every customer while serving as the liaison between patients and clinic staff, and demonstrating self-confidence, adaptability and personal initiative. The CSR coordinates the customer encounters and serves as the communication hub for the clinic, in an attentive, courteous and competent manner. Creating Life Better Here starts with you. At San Juan Regional Medical Center, we're more than a healthcare provider—we're a values-driven organization dedicated to delivering exceptional care. As a team member, you help fulfill our mission to make life better here for our community.

Requirements

High school diploma or GED
Articulate; good communication skills; good grammar and spelling
Good problem solving skills
Knowledge of computer keyboard operation
Medical Terminology course required within 90 days of employment

Nice To Haves

Previous medical background
Previous receptionist, clerical and or secretarial experience

Responsibilities

Establishes and maintains effective relationships with all internal and external customers, who may include patients, physicians, other healthcare providers, co-workers, vendors, and visitors
Communicates, face to face and by telephone, with internal and external customers in a professional and courteous manner
Maintains a positive attitude and remains calm under pressure, while working in a fast-paced environment
Focuses on continuous improvement to meet customer needs; supports new programs, ideas and processes
Maintains sensitivity to others and adjusts behavior accordingly
Recognizes the importance of teamwork and effectively participates in teamwork processes
Presents a professional appearance and acts as a positive representative of the clinic
Enters data correctly and efficiently, including demographics and patient insurances
Maintains medical records, reports and files as required
Answers multiple phone lines with courtesy and efficiency; takes and distributes messages; properly refers calls to providers and other staff members
Collects balances due from patients, including co-pays, co-insurances and outstanding balances
Performs accurate accounting of daily deposits and verification of cash on hand
Generates daily reports and verifies the accuracy of the data reported
Discusses financial responsibility with patient and/or guarantor and sets up payment arrangements in accordance with SJRMC policies
Follows protocol for opening and closing clinic
Demonstrates competency in the Scheduling Module and performs scheduling as per physician-specific protocol
Verifies patient insurance coverage in accordance with clinic protocol and demonstrates competencies in both manual and electronic verification methods
Processes billing rejections in a timely and accurate manner
Processes mail each day in an accurate and timely manner
Posts charges and/or payments timely and accurately
Works collaboratively with clinical staff to ensure appropriate CPT and ICD-9 coding for all patient encounters
Resolves coding issues with the clinical staff promptly
Obtains referrals, pre-certifications and authorizations in a timely and accurate manner, following payer specific requirements; maintains accurate documentation
Demonstrates ability to properly prepare process and file Medical Records
Maintains filing system
Provides correspondence and Medical Records to appropriate parties in a timely manner; processes all requests for Medical Records in a timely manner and in accordance with clinic protocol
Performs scanning duties in a timely and accurate manner
Complies with and is knowledgeable of organizational and departmental policies and procedures, including safety procedures and policies
Contributes to the care of the environment by maintaining work areas and assisting with housekeeping tasks as needed
Utilizes computer system as needed for information, data analysis, and to complete tasks
Maintains customer’s rights (confidentiality, privacy, safety, security and decision making)
Attends departmental meetings and other in-services and training sessions relative to job
Performs basic tasks in a timely manner with minimum guidance and supervision
Assure that appropriate levels of office supplies are maintained
Demonstrates willingness to work toward departmental and organizational goals and objectives; is committed to the successful operation of the clinic
Each employee is responsible for implementing SJRMC’s Service Standards into their daily work: Safety, Courtesy, Effectiveness, and Stewardship
Other duties as assigned
Sets limits when dealing with angry, hostile, or sometimes verbally or physically abusive patients and families in an attempt to ensure a safe, respectful environment that will support the delivery of care