Centralized Scheduling Representative

Job Summary

The Centralized Scheduling Representative (CSR) performs general clerical and receptionist functions for the clinical team. As the front line representative for the program, consistently interacts with patients, the general public, and co-workers in a manner underscoring the organization's quality and customer service commitments. The Centralized Scheduling Representative will report directly to the Front Office Manager, but performs tasks as needed for other members of the NRHC team.

Duties/Responsibilities

• Interacts with customers via telephone or in person to provide support and information on setting up appointments and NRHC services.
• Collects and enters data in electronic health records for new or additional patients and patient appointments.
• Fields patient questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff.
• Ensures that appropriate actions are taken to resolve patient problems and concerns.
• Maintains patient accounts and records of patient interactions with details of inquiries, complaints, or comments.
• Performs other related duties as assigned.
• Help organize office, creating an efficient working atmosphere for providers, nurses and other staff.
• Runs patient insurance eligibility before scheduling appointments.
• Turns on all lights, checks for cleanliness, orderliness and break-ins.
• At the end of day, closes down office.
• Confirm patient demographic information during every phone call.
• Mails all paperwork required in a timely manner, prior to patient scheduled appointment.
• Maintains all provider schedules accurately and follows provider template rules.

Required Skills/Abilities

• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Is responsive to supervisory feedback, utilizing constructive criticism, in a positive manner. Maintains open communication and observes chain of command.
• Observes the dress code; appearance and grooming are appropriate.

Education and Experience

High school graduate, 2 years’ minimum office experience (medical and/or billing strongly preferred), good English, grammar, spelling, and basic math skills, computer literate, word processing skills, proficient typing skills, excellent communication skills. Ability to work in a fast paced environment, use discretion/good judgment, prioritizes to maintain optimum clinic office flow, and maintain strict patient confidentiality. Must be flexible, work both independently and as a team, and sit for long periods. Must have the ability to work various shifts, including Saturdays, may at times be asked to travel to other NRHC clinic sites to fill in as needed.

Physical Requirements

Physical demands/essential functions: Frequent: sitting, standing, walking, working on computer 8-10 hours daily, lift/carry objects up to 25lbs, repetitive motion of hands & wrists, close eye work, color differentiation, exposure to infectious disease, exposure to emotional crisis of others, independent problem solving. Constant: listening, speaking in person or on the phone, reading, writing, and working with public and staff.