Customer Service Representative

Position Summary: Greets, instructs, and directs patients and visitors. Performs moderately complex clerical and clinical work. Serves as a liaison between patients and medical support staff.

Essential duties and responsibilities include the following. Other duties may be assigned:

• Greet patients and visitors in a prompt, courteous, helpful manner.

• Makes patient appointments as establish in schedule policies
• Answer telephone, screen calls, takes messages and provides information.
• Screen visitors and responds to routine requests for information.
• Destroy outdated records following established procedures for retention and destruction.
• Check-in patients, verifies and updates necessary information, and perform data entry of demographic and financial information in the information system.
• Assist in coordinating appointments and referrals to Henry Ford Health Systems, other entities/resource agencies and follows office schedule policies.

• Collect patient fees according to sliding fee scale for services provided, document transactions, and prepare receipts for services rendered when a patient pays by cash, credit, or debit.
• Arrange patient transportation as needed for specialty appointments at Henry Ford Hospital and for C.H.A.S.S. Southwest based services.
• Respond to routine requests for information.
• Maintain supplies and equipment.
• Assist the providers, dentist, or nurse.
• Assist in the laboratory.

• Maintain work area and lobby in a neat and orderly manner.

• Scan appropriate documentation into the patient medical record.

• Follow medical records policies and procedures.
• Duplicate documents and forms as directed
• Update demographic information requests via patient web portal, email, or telephone
• Provide technical support for clients having issues navigating patient portal / Telemedicine software.
• Notify IT/ EPIC Help desk of multiple accounts in EPIC
• Attend meetings as required.

• Provide translation.

• Maintain patient confidentiality and H.I.P.P.A. regulations.
• Collaborate with members of the health care team and other health professionals as it relates to essential job duties

Performance requirements:

Knowledge & Skills:

Knowledge of business office procedures. Knowledge of grammar, spelling, and punctuation. Knowledge of moderately complex clinical procedures. Skill in operating a computer and copier. Skill in greeting patients and answering the telephone pleasantly and helpfully. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instructions. Ability to sort and file materials correctly by alphabetic or numeric systems. Ability to establish and maintain working relationships with patients, employees, and the public. Skill in establishing and maintaining effective relationships with staff.

Abilities:

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Clarity — The ability to speak clearly so others can understand you. Speech Recognition — The ability to identify and understand the speech of another person.

Written Expression — The ability to communicate information and ideas in writing so others will understand.

Near Vision — The ability to see details at close range (within a few feet of the observer).

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Education: High school graduate or GED.

Experience:

1. Prefer one-two years of work experience, preferably in a medical setting.

2. Experience in moderately complex clinical procedures preferred.

3. Knowledge of medical terminology.

4. Word processing and computer experience.

Special requirements, qualifications, licenses, or certifications:

Ability to speak Spanish preferred.

Supervision exercised: None

Typical physical demands: Work may require sitting for long periods; also stooping, bending and stretching for files and supplies. Occasionally lifting files or paper weighing up to 20 pounds. Requires manual dexterity sufficient to operate a keyboard, type at 35 wpm, operate a calculator, telephone console, telephone, copier, dictation recorder and other office equipment as necessary. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for long periods and to work in an environment that can be stressful.

Typical working conditions/environment: Involves frequent contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive. Frequent exposure to communicable diseases, toxic substances, medical preparations and other conditions common to a clinic environment

DISCLAIMER MESSAGE: The above elements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties of personnel so classified, or a contractual commitment, and NSO retains the right to amend or revise this job description at any time.

NSO is an Equal Opportunity Employer and is committed to excellence through diversity and considers candidates without regard to sex (including pregnancy related conditions) genetic information, race, color, weight, height, religion, national origin, citizenship, age, disability, martial or veteran status, misdemeanor arrest record, sexual orientation, transgender status or gender identity or any other legally protected status.