Customer Service Representative

DescriptionPURPOSE:

The Customer Service Representative provides friendly, accurate, and timely service to the customers of the center and its associates by performing a variety of clerical, receptionist, and typing duties including receiving and placing calls, greeting patients and visitors, and providing information in response to inquiries

ACCOUNTABILITIES AND JOB ACTIVITIES:

Operate a multi line phone

Answer phones as soon as possible

Operate main telephone; courteously responds to all calls either providing information or accurately directing to the appropriate individual as observed

Accurately and courteously answers routine inquiries as observed; refers other inquiries to the appropriate individual

Transfer calls to the appropriate person

Assist person on the line in a timely manner

Avoid long hold times

Perform a variety of clerical duties

Keep good knowledge of schedule

Great attention to detail

Enter all of the patients information correctly

Type a variety of letters, memos, and documents with 95% accuracy and within the time periods as specified

Assist in scheduling of visits/appointments

Interpersonal relationships

Demonstrate good rapport and cooperative relationships with all members of the team as observed

Demonstrate the ability to adapt to changes in the workload and work as part of the team as observed

Maintain patient, CPC, and physician confidentiality at all times as observed

Assist with the orientation of new personnel as assigned

Manage conflict and frustration in a positive and constructive manner as observed

Develop and maintain personal and professional skills

Attend all mandatory staff meetings per year unless excused as evidenced by documentation

Attend mandatory in-services and a minimum of two pertinent in-services per year as documented

Actively participate in performance improvement activities as observed or documented

Establish realistic professional goals as evidenced by the annual performance evaluation

Actively keep abreast of departmental and organizational activities by initialing log and posted material

Demonstrate flexibility in response to unexpected change in workload or situation as observed

Serve on committees and/or participate in changes of policy and procedures that affect the operation of services as documented

Evaluate new products and modes of care, and demonstrate a knowledge of operating room equipment as observed and documented

Assist in the orientation of new personnel as directed

Support the mission and goals of the Center as observed

Read all emails within 24 hours as documented

Perform other duties as required

Demonstrate safe and cost-effective practice

Consistently adhere to OSHA bloodborne pathogen guidelines; applies universal precautions per company standards as observed

Consistently utilize proper body mechanics as observed

Accurately complete incident reports within the shift of occurrence and immediately communicates critical incidents to the appropriate person per the organizational chart

Consistently allocate resources to reduce waste and minimize costs as observed

Accurately capture patient charges

Consistently complete assigned duties within stated shifts in a timely manner as observed and documented

BEHAVIORAL EXPECTATIONS

Strive for excellence

Set challenging goals

Produce quality work in a timely fashion

Find better/more efficient ways to do things

Maintain current knowledge and skill

Participate in quality and process improvement efforts

Keep work area clean, safe and secure

Act Flexibly

Adapt to change

See the value of different opinions and new ideas

Change plans and objectives given new direction or priorities

Handle stressful situations effectively

Meet Customer Needs

Meet internal and external customers’ needs

Find new ways of satisfying customers

Participate in service improvements efforts

Listen and respond to customers

Treat customers with compassion and respect

Work as a Team

Work as a team player

Pitch in to help those in need

Communicate with others appropriately

Listen and respond to others

Handle conflict situations effectively

Foster trust and respect within the team

Participate in committees/task forces

Foster Diversity in the Workforce

Treat all associates and customers with respect, integrity and dignity regardless of background, race, age, gender, gender identity, sexual orientation, religion or disability

Treat all associates and customers fairly

Be Self-directed

Take initiative and responsibility for actions

Identify own learning needs and creating/implementing Learning Plans

Perform duties according to policies and procedures

Demonstrate ethical behaviors

Maintain confidentiality of information

Maintain licenses and certifications as appropriate

Fulfill operating unit/clinical competencies

Use equipment/resources responsibly

Respond with Age Appropriate Clinical Care (Clinical Jobs Only)

Respond appropriately to the age appropriate psychological and physical needs of patients

Understand growth and development needs of the age group with which the associate interacts

Integrate family/support system into patient care, as appropriate

You must refer to management for approval or final disposition on the following:

Change in procedure

Difficult patient situations

Any situation you are unsure of

Job Scope and Work Environment

This position is subject to:

Confidential information

High stress environment due to turnaround requirements

Daily hours are subject to change based on scheduling needs

Patient Privacy HIPAA

Protection of patient privacy

Patient records and EMR are for treatment use only

The statements in this job description are intended to describe the essential nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
QualificationsJOB REQUIREMENTS:

COMPETENT LEVEL QUALIFICATIONS

MINIMUM LEVEL QUALIFICATIONS

SKILLS

(Typing and special machinery)

-Knowledge of Electronic Medical Record

-Good typing skills

-Good internet navigation skills

-Knowledge of instrumentation used in office (fax, credit card, copy)

-Basic computer skills

-Knowledge of the internet

-Knowledge of multi-line phone system

EDUCATION AND EXPERIENCE (Degrees, years in profession)

-2 years full time office experience within the last 5 years in a medical setting

-High School Diploma or equivalent

Special Job Characteristics

-Must be able to multitask while maintaining accuracy

-Must work well with others

-Long hours

-Fast paced work environment with established time constraints

-Must be able to work overtime when required

OTHER REQUIREMENTS:

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