What are the responsibilities and job description for the Customer Care Specialist position at Pure Infusion Suites?
Position Summary:
As a Customer Care Specialist at Memory Treatment Centers, you will assist in managing patient needs, providing excellent service to all internal and external customers over the phone. This will entail taking large volumes of inbound and outbound calls to schedule appointments, answer patient questions/concerns, and handle other requests and support activities. The position is responsible for maintaining a friendly, outgoing, and professional demeanor. This position will be located at our call center, separate from the clinic. You will be expected to be at the call center Monday-Thursday 8am-5pm and Friday 8am-2pm.
Key Responsibilities
- Be the first to greet stakeholders, welcoming, registering and directing guests over the phone.
- Work collaboratively with the medical team to schedule appointments, coordinate exam room utilization and communicate with stakeholders.
- Answer phone calls and transfer to appropriate sources.
- Respond to patient requests via phone and email in a timely manner.
- Check incoming referral and records faxes.
- Check voicemails daily.
- Complete data entry and/or appropriate forms to document interactions with patients.
- Work incoming referrals by attempting to contact the patient three times to schedule an appointment, if unsuccessful then send a notification to referring provider.
- Verify insurance information on AMD and appropriate insurance website to determine patients benefits. Determine if referral and authorization is required for our office to see patient.
- Perform other work-related duties as requested.
- Maintain confidentiality according to HIPAA privacy laws.
Required Knowledge and Skills
- Proven working experience receptionist/call center/administrative/front desk.
- Knowledge of medical office management systems and procedures.
- Knowledge of healthcare insurances and how to read eligibility responses for patient benefits
- Exceptional communication skills.
- Excellent time management skills and ability to multitask and prioritize work without being told what to do.
- Social perceptiveness and service oriented.
- Comfortable with technology and can quickly learn new systems.
Education/Licensure/Technical Requirements.
- High school diploma or equivalent, associates degree preferred.
- Ability to meet U.S. employment and eligibility requirements.
