Answering or making calls to patients etc. to learn about and address their needs, complaints, or other issues with products or services.

 

Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that pateints etc. feel supported and valued.

 

Utilizing software, databases, scripts, and tools appropriately.

 

Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

 

Sorts, opens, and route all Patient Financial Services incoming mail.  Prepares

payments received for submission to Cash Posting

 

Performs clerical duties (e.g. photocopy, scanning of correspondence and cash

receipts)

 

Maintains established departmental policies and procedures, objectives, quality assurance program, safety, environmental, and infection control standards. Assesses gaps in policies and procedures, and create necessary policies and procedures to fulfill these gaps.

Understands and adheres to the Medical Center’s Code of Conduct.

Familiar with the Medical Center’s Mission, Vision, and Values Statements.

OTHER JOB DUTIES

Performs other related duties as required.

BASIC COMPETENCIES

Education/Licensure:

High School graduation or equivalent required:  Associate degree preferred

 

Experience:

Minimum of 1 year of call center or customer service related experience required.

 

Skills:

Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

Understanding of Medical Center’s services, and policies.

Proficiency with computers, and strong typing skills.

Ability to ask prying questions and diffuse tense situations.

Strong time management and decision making skills.

Adaptability and accountability.

Fluency in multiple languages may be desired.

Ability to multi-task

Good organizational skills.

Speaks, reads and writes English to the extent required by the position.

JOB SETTING/PHYSICAL DEMANDS

Office setting; contact with staff, patients, regulatory agencies, and other outside organizations.

Somewhat sedentary occasional reaching, stooping, bending, kneeling, crouching.

Mobility required.