Lead Customer Service Representative

Chase Brexton Health Care•Baltimore, MD

2d•Onsite

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 for both English and Spanish Call Queues. Provides coverage for the Provider Call Queue as needed. Conducts side-by-side training of Customer Service Representatives (CSR) in the call center.

Requirements

High school degree or GED
A minimum of 4 years of customer service experience, medical office preferred
1 year of leadership experience or two years of training experience

Nice To Haves

College degree
Knowledge of MS word, Excel, and MS Outlook preferred
EMR experience is a plus
Bilingual - English and Spanish 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.
Ensure new CSRs have completed side-by-side training and are aware of all scheduling resources.
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 periodic training of CSRs on updated policies as needed.
Cover the Provider call queue as needed, faxing documents while ensuring HIPAA compliance, sending appropriate phone notes with appropriate urgency, and handling STAT calls as appropriate.
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.
Work on-site daily during new hire side-by-side training.
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.