General Summary:

The Customer Experience Specialist is responsible for providing exceptional customer service while addressing a high-volume of telephonic customer inquiries. The CES provides high-quality patient experience for incoming patient and partner calls. Additionally, the CES performs critical follow-up phone calls to all patients seen within the facilities.

Description of Essential Duties:

Provide exceptional customer service while managing telephonic inquiries from Crucial Care patients and community partners Identify and address customer needs, routing challenges to the appropriate resource Obtain patient demographics and register patients for appointments using designated software Verify patient benefits and accurately quote based on real-time benefit eligibility Maintain appropriate documentation for telephonic inquiries Utilize designated scripting and protocols Assist in completion of Medical Records Requests Manage PHI in accordance with all applicable HIPAA rules and regulations Adhere to organizational protocols and values

Positively and respectfully communicate with team members