Support Specialist

MNGI•Minneapolis, MN

8d•Onsite

About The Position

The Support Specialist performs a variety of tasks in support of the organization. These tasks include but are not limited to: Telephone Support, Patient Portal Support, Mail Support, and Reports. The role requires providing telephone operator support for incoming calls, delivering exceptional customer service, making outbound calls to patients, assisting patients with the Patient Portal, investigating failed faxes, responding to internal requests for mailed information, researching returned mail, and running daily and weekly reports. Other duties may be assigned to meet business needs.

Requirements

Microsoft Office applications
Compassionate patient care
Active listening
Problem solve and prioritization
Attention to detail
Organization and time management
Multi-task
Communicate effectively verbally and in writing
Work independently as well as in a team environment
Type proficiently and accurately
Walk, sit, stand, reach overhead, and bend to the floor.
Talk and hear.
Use dexterity of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
Close vision and ability to adjust focus.
Lift and transport items up to 10 pounds occasionally.
Travel to other company locations due to staffing and training needs.

Nice To Haves

High School diploma or GED is preferred.

Responsibilities

Provide telephone operator support for incoming calls to the organization including accurately directing calls to a department or individual, establishing reason for call and answer general questions.
Deliver exceptional customer service to both internal and external customers while efficiently managing high-volume interactions in a fast-paced call center environment.
Make outbound calls to patients to confirm upcoming scheduled appointments.
Provide enrollment instruction, guides and support to patients.
Help patients troubleshoot issues with log in, resetting passwords or other issues as necessary.
Answer questions related to Patient Portal processes and navigation.
Communicate known issues or trends regarding the Patient Portal.
Provide further investigation for failed faxes or those that require further review.
Respond to internal requests to include additional information to be mailed to patients.
Research returned mail by making outbound calls to referring clinics and patients to verify demographic information.
Provides backup support for mailroom functions when necessary.
Run and work daily and weekly reports (MNGI Reports and Practice Management).
Print and send letters to patients.
Confirm provider sign off of biopsy result template and task recall sign off as appropriate.
Maintain paper copy of anesthesia records and process requests for rescans.
Process patient authorization forms, document in patient chart, and send file to be automatically filed into the patient's chart.
Other duties may be assigned to meet business needs.