PL20 - Customer Service Specialist

Overview

Registers and admits patients to hospital. Interviews patients to obtain required medical and financial information and completes registration forms. Verifies patient insurance and ensures registration forms are properly signed. May be expected to perform other admissions related clerical work. Typically requires a high school diploma or its equivalent. Typically reports to supervisor and/or manager.

Qualifications

Medical terminology required; Working knowledge of computerized registration and billing systems; If multilingual, must demonstrate proficient oral and written skills in English and second language, and ability to effectively communicate and interface between patients and medical personnel.

Work Experience

Mandatory: Experience in appointment scheduling and computerized registration; Experience in busy office setting with demonstrated ability to prioritize medical emergencies and critical situations

Preferred: Minimum two (2) years experience in medical office or health care setting; Two (2) years of college course work; Experience in telephone triage; Knowledge of Medicare, Medi-Cal, CHDP, BCEDP, and OFP programs

Education

High school graduate or equivalent required.

Skills

Verbal and Written Communication; Active Listening; Reading Comprehension; Time Management; Critical Thinking; Social Perceptiveness; Management of Personnel Resources; Typing 45 wpm or more

Examples of Duties

• Ability to work with patients and families in multi cultural environment.
• Obtain customers' names, addresses, and billing information
• Verify customer information for correctness, checking it against previously obtained information as necessary
• Receive and forward customer complaints
• Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
• Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
• Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided
• Receive payment and record receipts for services
• Collect payment for visit or arrange for billing
• Review Medi-cal to verify status as active
• Consult with patients regarding relevant social programs and assist with documentation for programs and sliding fee

Additional Responsibilities

• Accurate and timely completion of charge documents, billing forms, cash receipts, and daily logs.
• Ensures and maintains the accurate and complete filing and retrieval of charts and reports.
• Maintains a professional, neat, and well-organized work area, waiting area, and clinic environment.
• Provides information in a manner that is ethnically, culturally, and financially sensitive and age appropriate.
• If multilingual, provides language translation for non-English speaking patients in a manner that is accurate and medically competent.
• Answers, transfers, and manages incoming telephone calls. Assesses needs of each caller to determine appropriate handling or referral of call. Takes messages for clinic staff and providers, obtaining accurate and sufficient information, to facilitate efficient and timely communications. Utilizes telephone voice mail appropriately.

Travel Requirements

Occasionally may travel to other sites to attend meetings, training, or to cover other shifts.

Tools & Technology

Tools: Calculators or accessories; Photocopiers; Scanners; Faxing equipment; Computers and Keyboards; Telephones

Technology: Data software - NextGen; Microsoft Office programs; Electronic Mail – Microsoft Outlook

Knowledge

Clerical, Customer and Personal Service, English Language; Medical Terminology (helpful); HIPAA

Abilities

Oral Comprehension; Oral Expression; Written Comprehension; Written Expression; Problem Sensitivity; Deductive Reasoning; Inductive Reasoning; Near Vision; Speech Clarity; Selective Attention; Speech Recognition; Filing with low error rate

Work Activities

Communicating with Supervisors, Peers, or Subordinates; Interacting with Computers; Processing Information; Resolving Conflicts and Negotiating with Others; Updating and Using Relevant Knowledge; Getting Information; Organizing, Planning, and Prioritizing Work; Communicating with Persons Outside Organization; Establishing and Maintaining Interpersonal Relationships; Documenting/Recording Information

Work Styles

Integrity; Dependability; Attention to Detail; Social Orientation; Cooperation; Independence; Initiative; Self Control; Adaptability/Flexibility; Concern for Others; Stress Tolerance

Work Context

Physical Demands: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential function of the job, with or without accommodation. Prospective employees must complete a pre-employment medical exam (Occupational Group IV) which will measure the ability to:

• See well enough to read fine print and view a computer screen; speak and hear well enough to understand, respond, and communicate clearly in person and on the telephone; independent body mobility sufficient to stand, sit, walk, lift or move, stoop, and bend to access the work environment and a standard office environment; manual dexterity and sufficient use of hands, arms and shoulders to repetitively operate a keyboard and to write; and the ability to sit or walk for prolonged periods of time.
• Occasionally may be required to lift/move or assist in lifting/moving up to 50lbs.
• Reasonable accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Work Environment: Generally a typical office environment.