Customer Service Representative

Chase Brexton Health Care•Baltimore, MD

33d

About The Position

Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites. Serves as the point of entry for answering incoming phones calls.

Requirements

High school degree or GED required
A minimum of 2 years of customer service experience
Medical office experience preferred

Nice To Haves

Ability to type 35 wpm preferred
Excellent verbal and written communication skills
Professional telephone manner
Interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies
Ability to work with diverse people and deal effectively with angry and/or upset customers
Knowledge of MS word, Excel, and MS Outlook preferred
EMR experience is a plus
Bilingual - English and Spanish preferred
College degree preferred
Previous call center experience

Responsibilities

Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services.
Answer calls in a timely manner to assist with maintaining a high level of quality service.
Provide patients with information on physicians, available services provided, and directions to all of our locations.
Answer patients or physicians questions pertaining to appointments and services provided.
Interview callers to obtain full understanding of what information is being requested.
Satisfy the customer’s scheduling needs and strive for first call resolution.
Coordinate appointments for patients needing multiple types of healthcare services.
Properly register patients by verifying and obtaining accurate patient information.
Ensure that established patients have updated contact and demographic information.
Comply with confidentiality policies, such as HIPAA, when contacting patients.
Maintain and update patient demographic and insurance pre-registration information in scheduling system.
Provide high quality customer service on every call.
Display empathy and sensitivity to each patient’s individual needs.
Always use courtesy words and show respect to each patient.
Create and respond to Emails, Flags and Phone notes in the Centricity database.
Input contact, demographic, and insurance information into Centricity database.
Update appointment reminder statuses appropriately into the Centricity database.
Display time flexibility towards work shift per company needs.
Promote teamwork and call center success.
Work as a group to improve call center policies and procedures.
Always use courtesy words and show respect for each member of our team.