What are the responsibilities and job description for the Customer Service Representative position at Good Shepherd Health Care System?
DEFINITION OF POSITION:
Customer Service Representative is responsible for the day to day front office operation. These include, but not necessarily limited to: performing a variety of clerical functions ranging from basic to complex, answering/screening phone calls, patient data input, filing, assisting patients/customers as they come into the office and retail store, cash drawer management, ability to perform insurance verification and authorizations, and others as they are assigned and apply to the efficient and effective functioning of the two departments. Assist with Quality and Performance Improvement reports. Must be able to exercise considerable judgment and discretion in completing assignments and perform special projects of a moderate to highly skilled nature. Possess working knowledge and understanding of accreditation standards, conditions of participation, rules and regulations for both HH & DME departments.
QUALIFICATIONS:
A. Education: High School Diploma or equivalent preferred.
B. Experience: Minimum five (5) years experience working as an office representative.
C. Specialized Skills: Ability to communicate effectively with general public, patients, fellow staff members, department managers, vendors, physicians and others; ability to compose operational documents, proofread documents for accuracy, coordinate meetings, appointments and schedules, develop/improve office procedures/flow, establish functional filing systems, maintain established filing systems, ability to use 10-key calculator and maintain a typing speed of 30 net WPM, understanding of basic and some complex functions of the computer and software, and working knowledge of phone, fax, scanner and copy machine systems.
D. Personal Traits, Qualities and Aptitudes: Must be able to 1) perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure; 2) accept responsibility for the direction, control, planning, of an activity; 3) make evaluations and decisions based on measurable or certifiable criteria; 4) work independently; 5) perform with attention to detail and a high level of accuracy; 6) possess critical thinking skills; 7) have high level of integrity, initiative and adaptability; 8) be dependable and timely; 9) recognize the rights and responsibilities of patient confidentiality; 10) convey empathy and compassion to those experiencing pain, grief, or trauma; 11) relate to others in a manner that creates a sense of teamwork and cooperation; 12) communicate effectively with people from every socioeconomic background; 13) incorporating guest relations in daily activities; 14) be professional in appearance and act.
E. Working Conditions: Inside environment protected from the weather. Occasionally, subjected to a combative/disruptive customer. Work area subject to steady foot traffic with variable noise levels and is also subject to rapid pace, multiple stimuli and unpredictable environment. Recurring answering of phones, interacting with store front customers, working with vendors, physicians, nurses and other customer/patient related entities.
F. Physical Demands and Traits: Must be able to 1) perceive the nature of sounds by the ear; 2) express or exchange ideas by means of the spoken word; 3) perceive the written text through the eyes; 4) extend arms and hands in any direction, at times above the head to heights up to 6 feet, may use aids in reaching this height; 5) seize, hold, grasp, turn, or otherwise work with hands; 6) pick, pinch, or otherwise work with fingers; 7) stoop, kneel or crouch; 8) sit for extended periods of time; 9) lift, carry, push or pull objects that weigh up to 25 pounds; and 10) may work over 8 hours daily and occasionally on a weekend to meet departmental needs.
G. Other: Must be able to work with culturally diverse populations.