What are the responsibilities and job description for the Customer Care Representative position at Shields Health?
JOB TITLE:CUSTOMER CARE REPRESENTATIVE
DEPARTMENT:Customer Care
REPORTS TO:Hub Manager
Hours Available:
Friday-Monday 7:30am-6pm (4 10's)
Monday-Friday 9:30am-6pm
PURPOSE AND SCOPE:
The Customer Care Representative will contribute to the goals of Shields Health Care Group by
providing exceptional customer service with professionalism, efficiency and accuracy. The
Customer Care Representative will perform the necessary tasks to successfully maximize the
collection of revenue.
PRIMARY RESPONSIBILITIES:
1.Appointment scheduling, rescheduling and canceling in a professional manner.
2.Screen patients over the telephone for contradictions to MRI. Accurately document responses in RIS system. Create necessary follow up if needed.
3.Acquire the necessary information to submit a claim for payment and receive reimbursement.
4.Inform patients of financial obligations and collection of pre-service estimates.
5.Renal screen all patients receiving contrast, contraindications require need for recent labs prior to exam
6.Acquire the necessary films and lab reports prior to patient scan date.
7.Responsible for ensuring that all written orders received via the fax router are exact, when compared to the SHCG patient file (i.e. patient information, scan type and clinical indications).
8.Responsible for processing, cataloging and filing all fax router files received.
9.Maintain and respect confidentiality for all customer groups.
10.Respond appropriately to scheduling emergency patient situations.
11.Answer patient and doctor concerns with accuracy, efficiency and in a professional manner.
12.Keep management informed of situations and conditions with potential impact on the company, particular department(s) or customer group.
13.Remain current on any changes in policies or procedures that modify daily work functions.
14.Responsible for instructions, processing and documentation of written orders
15.Performs other related duties as required
EDUCATIONAL REQUIREMENTS:
1.High School Diploma required
2.Medical office or healthcare administration courses preferred
EXPERIENCE REQUIREMENTS:
1.Excellent communication skills and computer proficiency required
2.Attention to detail and typing accuracy required
3.Knowledge of anatomy, medical terminology and insurance requirements is preferred.
4.Ability to follow instructions with minimal supervision
5.One year medical billing and/or office experience is desirable
6.Proven ability to multi task and exceed customer expectations is required
PHYSICAL REQUIREMENTS:
Ability to sit for extended periods of time while simultaneously performing data entry and information intake via phone. Can be met with or without reasonable accommodation.
INTERNAL/EXTERNAL INTERACTIONS:
This position requires extensive interaction with all customer groups. Candidate must be personable, upbeat, fast paced and organized.
NOTE:
It is not intended that this Job Description include all details of the work functions of this position. The incumbent will perform work of lower or equivalent classification as required or directed and work of higher classification for training and development purposes or as warranted.
Employment is contingent on presentation of work related credentials. These credentials vary based on the position offered and the location offered, but may include vaccinations, licensure, and certifications. A detailed list will be sent upon offer and available during the interview process when requested.
