Customer Service Representative

• Supports after-hours calls to triage urgent clinical needs of patients, caregivers, and referral sources.
• Supports several local Patient Registration teams on new patient referrals, helping to ensure the accuracy of information collected.
• Works efficiently to meet standardized performance metrics for calls and referrals.
• Communicates coordination of care information with team members, patients/caregivers, referral sources and home health agencies.
• Provides quality customer service during all caller and workplace interactions. 
• Maintains organized file system for document tracking and patient management/follow up.
• Ensures compliance with any applicable State and/or Federal laws, accrediting requirements and company policies.
• Maintains confidentiality of patient information.
• Works independently on other projects as assigned.
• Completes Company mandated and position specific training assignments timely and according to policy.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Does this position have supervisory responsibilities? NO.

(i.e. hiring, recommending/approving promotions and pay increases, scheduling, performance reviews, discipline, etc.)

BASIC EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

• High school graduate or GED required
• At least one year of previous call center experience.
• Proficiency with Microsoft Office Suite and keyboarding skills.

BASIC QUALIFICATIONS:

• Strong interpersonal and communication skills. Ability to work cooperatively and effectively with branch departments and department team members.
• Ability to promote a compassionate, caring, customer service oriented culture by operating in a professional and collaborative fashion.
• Knowledge of computerized information systems.
• Dedicated workspace that is quiet and free of distractions where patient information and calls may be kept secure and private.   
• Language Skills: Ability to read, analyze and interpret information appropriate to duties and responsibilities assigned. Ability to operate information systems, follow policy, complete required forms, and prepare reports. Ability to effectively present information and respond to questions from referral sources, managers, patients, employees, payers and the general public.
• Mathematical Skills: Ability to calculate figures and amounts such as supply quantities.
• Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.

TRAVEL REQUIREMENTS:

N/A

PREFERRED QUALIFICATIONS

• Associate’s or Bachelor’s Degree preferred.
• Three years of related healthcare experience preferred.