Title: Call Center Customer Service Representative
Reports To: Call Center Manager
EEOC: Administrative Support
FLSA Status: Non-Exempt
The Call Center Customer Service Representative will take incoming telephone calls in a timely manner and respond to caller inquiries in a friendly, helpful and comprehensive manner. The Call Center Customer Service Representative will remain knowledgeable about and proficient at using the scheduling module of CS-HHC’s practice management system so that he/she can schedule patient appointments efficiently, and will also remain familiar with the requirements of CS-HHC’s Sliding Fee Program and the various health plans accepted by CS-HHC.
CS-HHC’s Expectations of all Employees
- Adheres to all CS-HHC Policies and Procedures
- Conducts self in a manner that represents CS-HHC’s Values at all times
- Maintains a positive and respectful attitude with all work-related contacts
- Communicates regularly with supervisor about Departmental and CS-HHC concerns
- Consistently reports to work on time, prepared to perform the duties of the position
- Meets productivity standards and performs duties as workload necessitates
Essential Duties and Responsibilities
- Greets patients and updates demographic information into the computer system. Ensures to treat patients and staff respectfully, courteously and appropriately
- Schedules patients into available Provider/Clinician appointment openings. Ensures to schedule appointments according to established procedures and guidelines of the department
- Assures that patients receive the next available appointments with the correct Provider
- Responsible for scheduling referral appointments according to the request of CS-HHC Provider and in accordance with policy and procedure of other institutions and agencies
- Verifies various types of insurance coverage as indicated by CS-HHC billing procedure customers with product and service information
- Answers phones and responds to customer requests
- Transfers customer calls to appropriate staff
- Identifies, researches, and resolves customer issues using the computer system
- Follows-up on customer inquires that are not immediately resolved
- Completes call logs and reports
- Responsible for receiving telephone calls from patients and correctly and accurately records messages for Providers
- Recognizes, documents and alerts the supervisor of trends in customer calls
- Recommends process improvements
- Performs other duties as assigned
- Assist in reviewing patient medical records prior to patient to obtain relevant information for provider
To perform the job successfully, an individual should demonstrate the following competencies and skill sets:
Skill Set; Communications
Oral Communication – The ability to express oneself clearly in conversations and interactions with others. Speaks clearly and can be easily understood. Organizes ideas clearly in oral speech. Expresses ideas concisely in oral speech. Summarizes or paraphrases his/her understanding of what others have said to verify understanding and prevent miscommunication.
Written Communication – The ability to express oneself clearly in business writing. Expresses ideas clearly and concisely in writing. Organizes written ideas clearly and signals the organization to the reader (e.g. through an introductory paragraph or through the use of headings). Writes using concrete, specific language. Spells correctly. Writes grammatically. Uses punctuation correctly.
Interpersonal Awareness – The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others. Understands the interests and important concerns of others. Notices and accurately interprets what others are feeling, based on their choice of words, tone of voice, expressions, and other non-verbal behavior. Understands the unspoken meaning in a situation. Says or does things to address others’ concerns.
Customer Orientation – The ability to demonstrate concern for satisfying one’s external and/or internal customers. Quickly and effectively solves customer problems. Talks to customers to find out what they want and how satisfied they are with what they are getting. Lets customers know he/she is willing to work with them to meet their needs. Helpful, positive manner with peers, subordinates and customers.
Skill Set; Achieve Results
Technical Expertise – The ability to demonstrate depth of knowledge and skill in key work process areas. Is sought out as an expert to provide advice or solutions in his/her area. Is knowledgeable in the tools used to support key work processes. Can train and coach key work processes to staff in their area. Is aware and follows agency policy and procedures consistently.
Initiative – Identifying what needs to be done and doing it before being asked or before the situation requires it. Seeks out others involved in a situation to learn their perspective. Takes independent action to change the direction of events.
Results Orientation – The ability to focus on the desired results of one’s own work, setting challenging goals, focusing efforts on the goals, and meeting or exceeding them. Maintains commitment to goals in the face of obstacles and frustrations. Finds or creates ways to measure performance against goals. Has a strong sense of urgency about solving problems and getting work done.
Thoroughness – Ensuring that one’s own work and information are complete and accurate. Sets up procedures to ensure high quality of work (e.g. review meetings). Verifies information. Checks the accuracy of own work. Develops and uses systems to organize and keep track of information or work in progress. Carefully prepares for meetings and presentations.
Skill Set; Self-Management
Stress Management – The ability to continue to function effectively when under pressure and maintain self-control in the face of hostility or provocation. Remains calm under stress. Can effectively handle several problems or tasks simultaneously.. Controls his/her response when criticized, attacked, or provoked. Maintains an appropriate sense of humor under difficult circumstances.
Personal Credibility – Demonstrated concern that one be perceived as responsible, reliable, and trustworthy. Does what he/she commits to doing. Is honest and forthright with people. Takes responsibility for own mistakes; does not blame others. Conveys a command of the relevant facts and information.
Knowledge/Abilities– Must possess strong communication and interpersonal skills with an emphasis on excellent customer service when dealing with both medical staff and patients. Computer skills are required with the ability to learn Centricity EMR and Outlook. Ability to float to other departments or sites and perform all aspects of patient care. Ability to prepare patients for examination by performing preliminary physical test; taking blood pressure, weight and temperature; verified patient information by interviewing patient; recording medical history; confirming purpose of visit.
* Competencies sourced from “The Value Added Employee” by Edward J Cripe and Richard S. Mansfield, Copyright 2002 by Workitect Inc.
Education: High School Diploma/GED required.
Experience: At least one (1) year of office or medical experience is preferred.
Knowledge/Abilities: Excellent customer service skills with the ability to communicate effectively and in a confidential manner. Excellent interpersonal skills, organizational skills, and written and verbal communications skills are essential. Computer skills and data entry skills are required. Familiarity with
Microsoft, Internet and E-mail is necessary. Ability to multitask while maintaining a calm, organized demeanor. Bilingual ability is highly desirable: Preferred Epic Systems Knowledge; Required Certificate of graduation from an accredited school for Medical Assistant
Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to sit for extended periods of time. The employee must occasionally lift and/or move up to 15 pounds.
Saturday coverage and/or evening coverage, as needed, is required.
How to Apply
Cornell Scott – Hill Health Center