About The Position
The Customer Service Specialist serves our patients, members, and providers. Responsible for answering phone calls and scheduling patient appointments. Triages phone calls as necessary. May conduct patient/member pre-certification to ensure coverage for appointments and medical care. With the assistance of data and technology, they function as a liaison and ensures a high value and personalized experience. HOI : The Hoag Orthopedic Institute Customer Service role is centered on delivering exceptional service to patients and prospective patients through phone, email, and chat. Responsibilities include providing physician referral information with a warm handoff to the physician’s office, registering patients for educational classes, answering general inquiries, addressing concerns, or escalating them as needed, and ensuring timely follow-up for email and website submissions. They will work with HOI’s patient access team to assist patients with the registration process, as needed.
Requirements
- High School Diploma or equivalent
- 1-3 years of customer service experience
Nice To Haves
- Call Center Environment Experience
- Familiarity with medical terminology
- Experience with Radiology scheduling
Responsibilities
- Answering phone calls
- Scheduling patient appointments
- Triaging phone calls
- Conducting patient/member pre-certification
- Providing physician referral information
- Registering patients for educational classes
- Answering general inquiries
- Addressing concerns
- Escalating concerns as needed
- Ensuring timely follow-up for email and website submissions
- Assisting patients with the registration process
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
