Customer Service Rep

GENERAL SUMMARY

To professionally and efficiently answer and connect all calls to the areas requested. Responsible for all appointment scheduling to include: new client registration and preparation of new client file. Responsible for professionally and efficiently processing the coordination and scheduling of new clients to be seen by the clinician. To support all clients, physicians, internal staff and the business community in a professional manner while assisting in the daily operations of the Centralized Scheduling Department.

ESSENTIAL DUTIES & RESPONSIBILITIES

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Answers phones scheduling client appointments.

• Attends and participates in department staff meetings and training sessions.

• Demonstrates ability to use all new phone scripts and processes established for centralized scheduling or client calls.

• Escalates calls that need further assistance or research to Senior Customer Service Representative for additional support.

• Obtains all required demographic data from the client and enter the data into the computer system to pre-register the new patient.

• Participates in emergency preparedness drills and executes key role in emergencies as instructed by the Safety Department.

• Records pertinent information into department Communication that includes (but not limited to): consumer/employee complaints, equipment problems/repairs, notable incidents, safety issues and concerns, and any other information that needs to be communicated to other team members/supervisor.

• Reports all telephone repair problems as directed in department procedures.

• Reviews all Communications at the beginning of each shift.

• Strives to de-escalate irate callers and escalates to Senior Customer Service Representative for guidance or support.

• Tailors communication using appropriate manners and methods to the population that is being serviced.

• Updates computer-based telephone directory and physician on call schedules upon notification or request of change.

• Verifies, and records all communication with physician's/case managers.

• Performs other related duties as required.

MINIMUM ENTRANCE QUALIFICATIONS

Education and Experience

• High School diploma or equivalency and one (1) year of customer service or administrative experience, preferably in the medical field.

Licenses or Certifications

• None

Other Requirements

• Adheres to CHCS behavior principles and the personal obligation to report any activity that appears to violate applicable laws, rules regulations or the Behavioral Principles itself.

• Must be familiar and comply with CHCS safety policies and rules;

• Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies.

• Must use all appropriate safety equipment, features, and procedures established by CHCS and immediately report all unsafe conditions to the department manager.

PREFERRED QUALIFICATIONS

• Bilingual (English/Spanish) preferred. Language Proficiency Pay (LPP) payments are subject to successful testing, certification by CHCS Payroll, and availability of funding. Funding may be renewed in subsequent fiscal years but is not guaranteed.

• Experience using multiple systems/applications simultaneously

SUPERVISION

• Job has no responsibility for the direction or supervision of others.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Applicable software applications.

• CHCS behavior principles.

• CHCS medical records policy and procedure.

• CHCS programs and services provided.

• Contract requirements.

• HIPPA requirements.

• Modern office procedures, methods and computer equipment.

• Service codes for insurance.

Skilled in:

• Customer service.

• Organization and time management.

• Performing a variety of duties, often changing from one task to another of a different nature

• Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios.

• Performing detailed tasks with minimal or zero errors.

Ability to:

• Accurately organize and maintain paper documents and electronic files.

• Adapt and thrive in a fast-paced environment.

• Adapt to rapidly changing technologies.

• Effectively and professionally communicate, both verbally and in writing

• Establish and maintain effective working relationships.

• Maintain accurate and complete records.

• Maintain the confidentiality of information and professional boundaries.

• Meet schedules and deadlines of the work.

• Prepare intake referrals.

• Understand and carry out oral and written directions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must have adequate mobility that requires frequent walking, standing, bending, stooping, kneeling, reaching (vertical and horizontal), using fingers, hands, feet, legs and torso in various care.

Monday

• Friday 8am

• 5pm 6655 First Park Ten

• CSS Plaza

Code : 6849-3

HOURLY RATE RANGE: $16.00-$19.20