Customer Service Representative CHMG

Position Summary:

Takes ownership and serves patients by determining appointment requirements, answering inquiries, fulfilling requests with excellent phone etiquette and customer service. Scheduling appointments as appropriate. Reviewing insurance coverage and checking eligibility and verifying PCP to mitigate denials. Direct patients to appropriate care locations.

Receive inbound calls from customers regarding scheduling and help facilitate all scheduling questions and needs. Able to manage a high amount of customer interaction over the phone.

Answers inquiries by clarifying desired information, researching, locating and providing information and follow-up as necessary.

Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems to team leader.

Participate in activities designed to improve customer satisfaction with the use of excellent phone etiquette and professionalism 100% of the time.

Updates job knowledge by participating in annual customer service training.

Enhances organization's reputation by accepting ownership for accomplishing new and different requests; improves Press Ganey scores and explores opportunities to add value to job accomplishments.

Appropriate documentation in EMR system for best patient outcomes. Leverages use of technology and routes messages appropriately utilizing the clerical and clinical pools.

Other duties as assigned.

Education and Training:

• High school diploma or equivalent required.

Experience and Knowledge:

• Three (3) or more years of specific experience in customer relations required.
• Previous healthcare experience preferred.
• Understanding of medical terminology is preferred.