Customer Service Rep I

Detailed description:

If you are a creative and flexible problem-solver who wants to be an advocate for our patients and be part of a passionate team in a dynamic industry, this job is for you.

Rewards for Doing Work That Matters – What’s in it for you:

• Competitive rates
• Open availability from 8:00am-7:00pm, Monday-Friday
• Cash bonuses (based on facility performance) up to $750.00 per quarter
• Health Insurance Benefits (Medical, Dental, Vision, Flexible Spending Account, Short and Long Term Disability)
• Paid vacation days
• Paid sick leave
• Extra perks and discounts (discounts for shopping and entertainment, tuition reimbursement, adoption reimbursement, Employee Assistance Program)
• Promotional opportunities
• An employee-friendly environment focused on patient satisfaction

Essential Duties:

• Responds to telephone and/or written inquiries from patients, attorneys, insurance companies and vendors (phone, email, voicemail, fax) using predefined scripts.
• Makes outbound calls manually and/or through a dialer system using predefined scripts to assist in resolution of accounts. 
• Advises patients on how to utilize self-service platform to perform self-service transactions.
• Develops a broad base of knowledge with respect to CHS processes and protocols to leverage efficiency and efficacy.
• Executes Call Center responses, providing a high standard of customer service and satisfaction
• Maintains performance metrics in line with Call Center key performance indicators (KPIs)
• Provides a customer focused experience through the timely and accurate completion of queries and activities
• Demonstrates ability to work with confidential data. 
• Processes and inputs patient data 
• Responsible for ongoing housekeeping and maintenance of electronic CHS personnel files. 
• Manages the delivery of the document request, archiving processes, and secured disposal.
• Communicates through written and verbal communications with all staff levels. 
• Adapts to a rapidly changing environment.
• Record and maintain accurate activity information tracking through to timely closure. 
• Escalates more complex queries to the specialized Team or Team Leader.
• Working knowledge of basic Information Technology, Customer Skills, and Data based systems.     
• Contributes to wider Call Center initiatives as required.
• Takes responsibility for keeping up to date with CHS policy, procedures and process developments.
• Ensures compliance with confidential data at all times.

Job Requirements

• High School diploma required
• 2 years of Customer Service experience required
• Knowledge of call center operations and basic knowledge related to customer service skills, policies and procedures preferred
• Emphasizing attention to detail of daily responsibilities
• Demonstrates a professional, friendly and approached manager, coupled with the ability to communicate with staff at all levels especially under pressure.
• Ability to work independently with a customer focus 
• Excellent organizational skills
• Excellent written and verbal communication skills
• Effectively deal with difficult people in a professional manner
• Ability to manage multiple projects and tasks

Wow Factors

• Previous medical office experience including working knowledge of revenue cycle, medical terminology, and insurance claim filing experience
• Billing or other revenue cycle certifications