Customer Service Representative

CENTERS FOR PAIN CONTROL•Valparaiso, IN

24d•Onsite

About The Position

The Customer Service Representative provides friendly, accurate, and timely service to the customers of the center and its associates by performing a variety of clerical, receptionist, and typing duties including receiving and placing calls, greeting patients and visitors, and providing information in response to inquiries.

Requirements

Knowledge of Electronic Medical Record
Good typing skills
Good internet navigation skills
Knowledge of instrumentation used in office (fax, credit card, copy)
Basic computer skills
Knowledge of the internet
Knowledge of multi-line phone system
2 years full time office experience within the last 5 years in a medical setting
High School Diploma or equivalent
Must be able to multitask while maintaining accuracy
Must work well with others
Must be able to work overtime when required
Knowledge of common safety hazards and precautions to establish a safe work environment
Must be able to act calmly and effectively in busy, stressful or emergency situations
Ability to communicate effectively in person, by phone and in writing
Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance
HEARING: Adequate to perform job duties in person and over the telephone.
SPEAKING: Must be able to communicate clearly to patients in person and over the telephone.
VISION: Requires eyesight correctable to 20/20 to operate equipment and read information from printed sources and computer screens.
Requires frequent lifting and carrying items weighing up to 30 pounds unassisted, including assisting patients when required.
Adequate physical ability including sufficient manual dexterity to perform the requisite health care service.
Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting and sitting, with some heavy lifting, walking up stairs, pushing and pulling exerted regularly throughout a regular work shift.
Requires exposure to communicable diseases, bodily fluids, medicinal preparations and other conditions common to a clinic environment.

Nice To Haves

This position must be willing to do any additional tasks as assigned by management.

Responsibilities

Operate a multi line phone
Answer phones as soon as possible
Operate main telephone; courteously responds to all calls either providing information or accurately directing to the appropriate individual as observed
Accurately and courteously answers routine inquiries as observed; refers other inquiries to the appropriate individual
Transfer calls to the appropriate person
Assist person on the line in a timely manner
Avoid long hold times
Perform a variety of clerical duties
Keep good knowledge of schedule
Great attention to detail
Enter all of the patients information correctly
Type a variety of letters, memos, and documents with 95% accuracy and within the time periods as specified
Assist in scheduling of visits/appointments
Demonstrate good rapport and cooperative relationships with all members of the team as observed
Demonstrate the ability to adapt to changes in the workload and work as part of the team as observed
Maintain patient, CPC, and physician confidentiality at all times as observed
Assist with the orientation of new personnel as assigned
Manage conflict and frustration in a positive and constructive manner as observed
Develop and maintain personal and professional skills
Attend all mandatory staff meetings per year unless excused as evidenced by documentation
Attend mandatory in-services and a minimum of two pertinent in-services per year as documented
Actively participate in performance improvement activities as observed or documented
Establish realistic professional goals as evidenced by the annual performance evaluation
Actively keep abreast of departmental and organizational activities by initialing log and posted material
Demonstrate flexibility in response to unexpected change in workload or situation as observed
Serve on committees and/or participate in changes of policy and procedures that affect the operation of services as documented
Evaluate new products and modes of care, and demonstrate a knowledge of operating room equipment as observed and documented
Assist in the orientation of new personnel as directed
Support the mission and goals of the Center as observed
Read all emails within 24 hours as documented
Perform other duties as required
Demonstrate safe and cost-effective practice
Consistently adhere to OSHA bloodborne pathogen guidelines; applies universal precautions per company standards as observed
Consistently utilize proper body mechanics as observed
Accurately complete incident reports within the shift of occurrence and immediately communicates critical incidents to the appropriate person per the organizational chart
Consistently allocate resources to reduce waste and minimize costs as observed
Accurately capture patient charges
Consistently complete assigned duties within stated shifts in a timely manner as observed and documented
Strive for excellence
Set challenging goals
Produce quality work in a timely fashion
Find better/more efficient ways to do things
Maintain current knowledge and skill
Participate in quality and process improvement efforts
Keep work area clean, safe and secure
Act Flexibly
Adapt to change
See the value of different opinions and new ideas
Change plans and objectives given new direction or priorities
Handle stressful situations effectively
Meet internal and external customers’ needs
Find new ways of satisfying customers
Participate in service improvements efforts
Listen and respond to customers
Treat customers with compassion and respect
Work as a team player
Pitch in to help those in need
Communicate with others appropriately
Listen and respond to others
Handle conflict situations effectively
Foster trust and respect within the team
Participate in committees/task forces
Foster Diversity in the Workforce
Treat all associates and customers with respect, integrity and dignity regardless of background, race, age, gender, gender identity, sexual orientation, religion or disability
Treat all associates and customers fairly
Take initiative and responsibility for actions
Identify own learning needs and creating/implementing Learning Plans
Perform duties according to policies and procedures
Demonstrate ethical behaviors
Maintain confidentiality of information
Maintain licenses and certifications as appropriate
Fulfill operating unit/clinical competencies
Use equipment/resources responsibly
Respond with Age Appropriate Clinical Care (Clinical Jobs Only)
Respond appropriately to the age appropriate psychological and physical needs of patients
Understand growth and development needs of the age group with which the associate interacts
Integrate family/support system into patient care, as appropriate
Refer to management for approval or final disposition on the following: Change in procedure, Difficult patient situations, Any situation you are unsure of
This position must be willing to do any additional assignment by management.