Lead Customer Service Representative

POSITION SUMMARY

The Lead Customer Service Representative is responsible for day-to-day supervision of an assigned group of CSR staff and responsible for assistance in daily operations for cross functional departments.

The Customer Service Representative is the first point of contact for patients-they answer and field calls, schedule appointments, greet and register patients, and assist with check-out and follow-up. The Customer Service Representative is knowledgeable about KC CARE and its services, and is adept at data entry, use of the Electronic Health Record, and provider schedules.

KC CARE CULTURE CODE

KC CARE follows a culture code in all we do. Our code determines how we work, treat each other, and move health equity forward. As an employee of KC CARE, you will:

• Put patients first, always

• Treat all people with dignity, respect, and kindness

• Create safe places for others to share their voice; encourage creativity

• Always strive for improvement; keep learning

• Own your work, action, and mistakes - no one is perfect

• Have fun - work should be fun and we want you to have fun at KC CARE

KC CARE CULTURE VALUES

Exceptional Service: We value exceptional service in providing unconditional whole-person care to everyone with the promise of a personalized and affirming experience for patients. We promise to treat internal and external partners with dignity, respect, and kindness to facilitate the opportunity for all to succeed.

Inclusion and Belonging: We value diversity, equity, inclusion, and belonging by focusing on differences that promote creativity and acceptance across the organization. We promise to create a safe environment for individuality to flourish.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assists the overall customer service team as needed-including being called to cover at different locations, fielding patient calls, and covering evening shifts

• Provide day to day supervision of scheduling patients in EMR and/or suggests other resources if the clinic is unable to meet the patient/client need to manage the day

• Supervise accurate data entry into EMR

• Ability to decipher patient inquiries and determine next steps

• Answers telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.)

• Communicates proactively with medical staff to ensure smooth clinic operations

• Works closely with billing department for patient financial counseling

• Assist with interviewing, training, and coaching

• Create and manage staff schedules

• Organizes and manages information by creating collections, folders, and lists that can be easily accessed for reference

• Assures all forms at the front desk are stocked, legible and kept current

• Provide financial counseling to patients-including explaining the sliding fee scale application, setting up payment plans, counseling on insurance benefits, etc.

• Resolve patient complaints and respond within a timely manner, ensuring patient satisfaction.

MINIMUM REQUIREMENTS

• High school degree or equivalency required

• 2 years previous medical scheduling, dental office, or health care office experience

• Commitment to excellent customer service

PREFERRED REQUIREMENTS

• Some college course work

• Bilingual in Spanish and English

• Experience with eClinical Works

WORKING CONDITIONS AND 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.

Working Conditions

General working conditions are in a healthcare facility. As such, there is a potential exposure to virus, disease, and infection from patients while performing the duties of this job. May experience traumatic situations including psychiatric traumatized and deceased patients. Travel may be expected to community meetings, client homes, or other agencies.

Physical Demands

While performing duties of this job, employees are regularly required to set, walk, and stand; talk and hear; both in person and by telephone; use hands repetitively to finger, handle, feel, or operate standard office or clinical equipment; reach with hands and arms; and occasionally lift up to 20 pounds.

Mental Demands

While performing the duties of this job, employees are regularly required to use written and oral communication skills; read, analyze, and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with others outside of their department.

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments, and location may be changed at any time, as required by business necessity.