What are the responsibilities and job description for the Call Center - Customer Service Representative position at Choice Healthcare Services?
Call Center - Customer Service Representative
Summary: The Patient Experience Representative (bilingual in Spanish preferred) supports patients contacting CHOICE Healthcare Service for patient care related inquiries. This includes new patients who would like to establish care or existing patients with specific or general care needs. This position provides best-in-class customer service and communications via multiple channels and platforms and serves as back-up support for clinic calls and other tasks as assigned.
Hours of Operations:
- Monday-Friday 7:00am-7:00pm MST
- Saturday 9:00am-5:00pm MST. All representatives are to work 1 Saturday a month.
At CHOICE Healthcare Services, our mission is to provide everyone access to the healthcare they need. CHOICE is the largest provider of pediatric dental care in the Southwest United States, and we pride ourselves on delivering high quality care to children in our communities.
What we provide to you as a CHOICE teammate:
- Care for your wellbeing and work-life balance
- Professional and personal growth
- Experienced leadership support
- Fun and supportive team dynamic with events and celebrations
- Comprehensive benefit package
Essential Duties and Responsibilities: include the following. Other duties may be assigned.
- Answer high volume of incoming calls and place outbound calls using established service standards, phone/email/chat etiquette, and communications scripts, and respond to patient inquiries as they relate to healthcare services.
- Act as primary point of contact for patients via phone, email and chat systems demonstrating high levels of comprehensive customer service as a Brand Ambassador to nurture and build long-lasting relationships built on trust and exceptional customer service.
- Determine how best to handle the phone calls, emails, and chat messages, and take necessary action with the goal to convert calls to scheduled appointments for CHOICE clinics.
- Review insurance eligibility for applicable callers when scheduling appointments or communicate with the virtual benefits team to verify eligibility as appropriate per protocol.
- Verify that all information is accurate and updated at each patient contact point.
- Contact and schedule referral patients with high levels of comprehensive customer service and follow-up with referral partners as appropriate to maintain positive relationships and efficient patient information transfer.
- Document in patient management system and shared tracking files the results of contact.
- Maintain strict patient/client confidentiality at all times.
- Direct contacts (non-patient care-related communications) to the appropriate person or department.
Education and/or Experience:
- High School diploma or equivalent
- Bilingual in Spanish, preferred
- 1 years of customer service experience, preferably in a call center environment
