Healthcare Customer Service Rep

Responsibilities: -Responds to a high-volume of incoming telephone calls and referrals

• Assists patients in registering and canceling appointments

• Accurately documents and routes calls to the proper department

• Identifies urgent customer needs or operational issues, and escalates appropriately

• Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location

• Meets all regulatory and compliance standards

• Delivers high-level of customer service

• Follows documented protocols and guidelines

• Meets and exceeds departmental quality assurance standards

• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services

• Uses functionality of the telephone system as required

• Other departmental duties as assigned Knowledge and Skills: -Type 40 words per minute

• Excellent customer service skills

• Demonstrated knowledge of proper English grammar in speaking and writing

• Effectively listen to resolve patient's/customers inquiries

• Maintain respect and composure in stressful situations

• Navigate complex software tools and accurately input data

• Effectively document caller notes into the medical record

• Ability to adjust communication to fit the needs and level of understanding of the receiver

• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities Minimum Qualifications: -High School Diploma or GED equivalent Experience

• 6 months of customer service experience