Customer Service Representative

POSITION SUMMARY

The Customer Service Representative is the first point of contact for patients—they answer and field calls, schedule appointments, greet and register patients, and assist with check-out and follow-up. The Customer Service Representative is knowledgeable about KC CARE and its services, and is adept at data entry, use of the Electronic Health Record, and provider schedules.  

KC CARE CULTURE CODE

KC CARE follows a culture code in all we do. Our code determines how we work, treat each other, and move health equity forward. As an employee of KC CARE, you will:

• Put patients first, always
• Treat all people with dignity, respect, and kindness
• Create safe places for others to share their voice; encourage creativity
• Always strive for improvement; keep learning
• Own your work, action, and mistakes – no one is perfect
• Have fun – work should be fun and we want you to have fun at KC CARE

KC CARE CULTURE VALUES

Exceptional Service: We value exceptional service in providing unconditional whole-person care to everyone with the promise of a personalized and affirming experience for patients. We promise to treat internal and external partners with dignity, respect, and kindness to facilitate the opportunity for all to succeed.

Inclusion and Belonging: We value diversity, equity, inclusion, and belonging by focusing on differences that promote creativity and acceptance across the organization. We promise to create a safe environment for individuality to flourish.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Schedules patients in EMR or suggests other resources if the clinic is unable to meet the patient/client need, either on the phone or in person
• Applies critical thinking and effective problem-solving skills
• Verify upcoming schedules to ensure changes have been made to scheduled clinics. If problems are identified, work with clinic management to facilitate any necessary rescheduling
• Enters data into the EMR with accuracy
• Answers telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.)
• Receives and relays patient complaints to management in a timely fashion
• Provides financial counseling to patients, working closely with the billing department—including explaining the sliding fee scale application, setting up payment plans, counseling on insurance benefits, etc.
• Update EMR/scheduling system regarding appointment changes, patient information/demographic changes, etc.
• Understand how various auxiliary tools function to support the EMR and provide troubleshooting assistance to patients as needed
• Must obtain deep knowledge of organizational services, provider functions, and scheduling processes/procedures
• Keeps current with trends and developments related to essential job competencies
• Able to adapt and learn new skills when necessary
• Greets patients and guests at KC CARE locations and provides friendly, helpful, check-in services
• Checks voicemail and returns patient calls
• Facilitate rescheduling of patient appts when provider’s clinic is cancelled clinic cancellation
• Ensures strict confidentiality, adhering to established HIPAA guidelines and regulations as well as clinic policies and procedures
• Assists the overall customer service team as needed—including being called to cover at different locations, or by fielding patient calls
• Communicates proactively with medical staff to ensure smooth clinic operations
• Acts as patient and provider relations representative by answering patient inquiries
• Organizes and manages information by creating collections, folders, and lists that can be easily accessed for reference 
• Assures all forms at the front desk are stocked, legible and kept current

MINIMUM REQUIREMENTS

• High school degree or equivalent
• 1 year of customer service experience
• Ability to read, write, and communicate clearly in English
• Commitment to excellent customer service  

PREFERRED REQUIREMENTS

• 1 year of medical or dental reception experience
• Some college coursework
• Bilingual in English and Spanish

WORKING CONDITIONS AND DEMANDS

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.

Working Conditions

General working conditions are in a healthcare facility. As such, there is a potential exposure to virus, disease, and infection from patients while performing the duties of this job. May experience traumatic situations including psychiatric traumatized and deceased patients. Travel may be expected to community meetings, client homes, or other agencies.

Physical Demands

While performing duties of this job, employees are regularly required to set, walk, and stand; talk and hear; both in person and by telephone; use hands repetitively to finger, handle, feel, or operate standard office or clinical equipment; reach with hands and arms; and occasionally lift up to 20 pounds.

Mental Demands

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read, analyze, and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with others outside of their department.

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments, and location may be changed at any time, as required by business necessity.