DUTIES/RESPONSIBILITIES (include but are not limited to the following)
- Greet patients and visitors in a courteous and professional manner and provide superior customer service.
- Interview patients or their representative to collect and update electronic records to reflect changes in patient demographics and insurance information. Obtain required signatures according to established procedures and ensure information is recorded, accurate and complete.
- Collect co-payments from patients and answer general billing questions.
- Answer and direct a high volume of phone calls for the Clinics to the appropriate personnel or department.
- Schedule, reschedule and cancel appointments for providers following scheduling guidelines.
- Distribute incoming faxes/uploads and mail to the appropriate person and make sure all processes are followed to close the loop. Scan any paper documents to the patient’s records in the EMR.
- Facilitates patient flow and communicates delays with patients and clinical staff.
- Check team tasks to ensure they are completed in a timely manner.
- Ensure all patient information is kept confidential.
- Responsible for opening and closing duties at the clinic.
- Ensure that waiting areas and check-in desk are organized and sanitized.
- Appropriately and courteously screens solicitors for relevance to organization needs.
- Collaborate with other hospital departments.
- Assist patients with directions as needed.
- Provide instruction for patients regarding appointment information
- Recommend process improvements for increased efficiencies.
- Display and promote company values.
- Regular attendance in coordination with the WCHC attendance policy.
- Other duties as assigned.
SKILLS AND ABILITIES
- Effective interpersonal and communication skills in order to acquire needed information and maintain cooperative working relationships with staff and patients.
- Perform duties in an effective and organized manner.
- Develops more efficient ways to perform tasks and responsibilities.
- Goes above and beyond to provide assistance, information or support to others to build and maintain relationship.
- Ability to collaborate and share efficiencies with others to improve patients’ experiences.
- Strong critical thinking and problem solving skills.
- Quickly and effectively solves customers concerns and escalates when needed.
- Must have the ability to work closely with teammates and other staff.
EDUCATION AND/OR EXPERIENCE
· High School Diploma or equivalent preferred.
- Previous customer service experience is required.
