Customer Service Representative

DESCRIPTION: Assists patients, visitors, and all callers to the Center with routine inquiries regarding Center services, locations, hours of operation, and requests for appointment. Directs telephone calls to appropriate departments/individuals or takes messages, pages staff/clients as requested. Serves as a patient advocate and is responsible for facilitating access to care for new patients in an efficient and timely manner, with emphasis placed on aggressively working the predicted, reactive, and interactive scheduling to maximize patient entry into the system. Conducts him/herself in a professional courteous manner at all times.

SUPERVISION: Directly supervised by the Associate Director of the South Clinic.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, stooping and bending. May require moving up to 25 pounds. Requires the use of office equipment such as, switch board, computer terminals, telephone and copiers, etc.

FUNCTIONS AND RESPONSIBILITIES:

• Serves as a patient advocate for both new and established patients to facilitate access to the Center and address patient needs.
• Becomes well-informed on all Center functions, including, but not limited to, sites, services, hours of operation, registration procedures, and appointment protocols.
• Addresses all patients, whether via incoming telephone calls or in-person, in a professional and courteous manner, and conforms with approved scripts for addressing patients
• Directs patients and/or phone calls to appropriate department or individual after assessing situation carefully and advises supervisor of any inquiries or complaints that require immediate attention.
• Acts as a liaison between the patient/caller and various Center departments to address patient needs.
• Takes messages as necessary utilizing the Center's practice management system.
• Pages staff/clients as necessary.
• Provides patients with appointments following protocol and refers any clinical triaging questions to appropriate clinical personnel.
• Prints appointment schedules a minimum of two days ahead to confirm all appointments by telephone.
• Keeps working area organized
• Speaks clearly when addressing a patient via-telephone.
• Responsible for taking accurate and complete patient information via-telephone.
• Categorizing patients by using predictive scheduling (patient with a set appointment), reactive scheduling (a changed appointment, i.e. cancelled appointment), interactive scheduling (appointment after discussing with patient, provider, medical support staff when the patient should be scheduled).
• Assists with the processing of all incoming faxes through the Fax Server and records patient number on the faxes according to the practice management system, when assigned.
• Attends and participates in staff development trainings.
• Assist in the training of other employees as needed.
• Arranges for the repair and maintenance of office equipment.
• Makes copies of appointment log.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

• Graduate from an accredited high school or GED program required.
• At least two years experience in data entry and general office work.
• Must be able to type 45-50 wpm.
• Bilingual in English and Spanish is preferred.

SKILLS AND ABILITIES:

• Working knowledge of business English and Spanish, spelling, punctuation and arithmetic.
• Must have excellent organizational and grammatical skills.
• Able to communicate well orally and in writing in both English and Spanish, including knowledge of Spanish names and medical terminology.
• Able to manage time effectively and efficiently.
• Able to work effectively with others and to deal tactfully with professional personnel as well as with the public.
• Able to understand and carry out verbal and written instructions.
• Able to express ideas clearly and concisely.
• Familiarity with Microsoft Office products.
• Able to learn and operate multiple software programs.
• Able to maintain confidentiality of information.
• Able to work flexible hours.
• Able to perform clerical duties, i.e., filling, computer data entry, filling out applications, simple mathematical computations, use calculator, etc.
• Ability to follow direction.
• Must have a calm demeanor.
• Must have a pleasant voice and a great attitude.