Customer Service Representative

We are an EEO employer, and all hiring practices and other terms and conditions of employment shall be maintained and conducted in a manner that ensures compliance with all applicable federal laws.

Position Summary

This position is responsible for providing front desk coverage for patient satisfaction by greeting patients, scheduling appointments, verifying insurance and referral information, collecting and posting payments, and discharging patients. Understands that employment is contingent upon adherence to HCHN policies and procedures, the mission of the organization, JCAHO policies and procedures, OSHA standards, and other safety and health-related codes and laws

General Responsibilities

• Schedules patients for walk-in and follow up appointments. Answers the telephone and takes messages for staff.
• Contacts patients by telephone to notify them of their scheduled appointments and cancels and reschedules patient’s appointments as necessary.
• Accurately entering patient demographics, insurance and payer codes into Centricity.
• Verifies insurance coverage and accurately documents information in Centricity
• Ensures overall waiting room organization which includes patient movement.
• Collects old balances and co-payment for services and follows payment processes.
• Import EMR charges and approves tickets for patient pay, sliding fee and homeless.
• Keeps patient waiting room area neat and clean.
• Greets patients and guests and directs them to the appropriate personnel.
• Ensures referrals to the DHS worker or other case management staff occurs.
• Understands the Patient Assistance System and how patients receive payment assistance.
• They are able to effectively sort and timely distribute mail to staff in the clinic.
• Stocks supplies for the office.
• Uses positive and appropriate telephone etiquette/techniques when communicating over the telephone.
• Ensures that communication with staff, patients and external contacts occurs effectively with courtesy, tact and a positive attitude.
• Able to evaluate a patient’s response to care through observation.
• Communicates with a patient to resolve issues of patient flow and at times when the waiting room overflow is an issue.
• Professionally listens to patient complaints and engages the site manager to resolve.
• Accurately completes patient information for patient files.
• Collects patient identification and scans into Centricity.
• Dental CSRs only – Prepare, pull and file charts and loose paperwork
• Dental CSRs only - Completes treatment plan estimate form.
• Other duties as assigned.

Job Requirements

Education and/or Experience

Required:

• High school diploma or G.E.D. completion.
• Must have knowledge of the managed care process.
• Must be able to type 40 words per minute, computer and data entry experience required.
• Must be highly skilled at using a computer system.

Preferred:

• Some college preferred.
• Two years of clerical experience or one year of experience in a health care setting preferred.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to maintain confidentiality in all matters.
• Ability to meet all attendance and punctuality requirements to ensure proper coverage and quality service.
• Ability to resolve interpersonal and professional conflicts appropriately.
• Professional and appropriate dress as required by the position.
• General computer proficiency.
• Takes pride in job performance as evident in compliance with job responsibilities.
• Assumes responsibility for work performance and is able to be self-directed.
• Participates in staff meetings, training, and committees.
• Basic understanding of insurance regulations/stipulations.
• Dental CSRs only – Basic understanding of dental terminology and differences between major and minor procedures.
• Ability to communicate effectively with diverse populations.

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.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to stand, walk, sit; use hands to handle or feel; reach with hands and arms; and stoop, kneel, or crouch.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision requirements include the ability to see at close range.
• At times may require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).
• Travel between sites using own vehicle.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Internal office space inside the clinic area.
• The noise level in the work environment is usually moderate.
• May be exposed to communicable diseases.

Job Type: Full-time

Pay: From $12.26 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• No experience needed

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Can you type 40 wpm?

Education:

• High school or equivalent (Required)

Experience:

• Clerical: 2 years (Preferred)
• Health Care: 1 year (Preferred)

Work Location: In person

Salary : $12