What are the responsibilities and job description for the Call Center Representative - Full time - Sterling Heights position at Henry Ford Health System?
GENERAL SUMMARY:
Responsible for handling multiple outgoing and incoming calls to service multiple offices. Scheduling appointments, verifying insurance information, and maintaining database. Tracking, formatting and reporting progress using MS Excel. Continuously thinking of ways to develop and improve workflow. Ensures timely turnaround of all customer service correspondence. Communicates and corresponds with multiple offices and other internal departments. Researches and resolves any customer service issues.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Identify and contact patients who are due for appointments, and schedule appropriately
- Maintain database, ensuring accuracy of patient information.
- Verify and update insurance information.
- Track and log progress on a daily basis.
- Process and complete online appointment requests.
- Accept, handle or forward incoming calls from 800 line professionally.
- Correspond and communicate with appropriate departments within organization.
- Identify, research, resolve and respond to customer service issues.
- Seeks solutions and communicates with department manager.
- Develops and grows positive working relationship with team and organization.
- Projects a professional image in all service correspondence.
- Maintains organized files and reports any discrepancies to department manager.
- Attends functions/training to gain knowledge of billing/process and vendor product.
- Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to the position .
EDUCATION/EXPERIENCE REQUIRED:
- High school diploma or G.E.D.
- Prior administrative/clerical experience in a corporate office preferred.
- Proficient in Microsoft Office and Windows.
- Must be able to demonstrate problem solving skills.
- Must have excellent customer service skills.
- Must display a positive customer service attitude.
- Must be able to be flexible in work hours.
- Must have effective oral and written communications.
- Must have organizational and time management skills that result in high productivity
CERTIFICATIONS/LICENSURES REQUIRED:
- Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS' Customer Service Policy
- Must practice the customer skills as provided through on-going training and in-services. Must possess the following personal qualities:
PHYSICAL DEMANDS/WORKING CONDITIONS:
- Normal office environment with minimal exposure to noise, dust, or extreme temperatures.
- Requires walking, hearing, reaching, and the use of hands and fingers.
- Requires the ability to occasionally lift or move up to 10 pounds.
- Specific vision abilities required by this job include close vision.
- Must be able to work nights and weekends when needed.
- Organization: Community Care Services
- Department: HFO Call Center (800-EYE-CARE)
- Shift: Rotating
- Union Code: Not Applicable
