Job Title: Customer Service Representative                         

Position Summary:         

This position is responsible for providing front desk coverage for patient satisfaction by greeting patients, scheduling appointments, verifying insurance and referral information, collecting and posting payments, and discharging patients.  Understands that employment is contingent upon adherence to HCHN policies and procedures, the mission of the organization, JCAHO policies and procedures, OSHA standards, and other safety and health related codes and laws.

*Duties & Responsibilities            *

General Responsibilities

• Schedules patients for walk in and follow up appointments. Answers the telephone and takes messages for staff.
• Contacts patients by telephone to notify them of their scheduled appointments and cancels and reschedules patient's appointments as necessary.
• Accurately entering patient demographics, insurance and payer codes into Centricity.
• Verifies insurance coverage and accurately documents information in Centricity.
• Ensures overall waiting room organization which includes patient movement.
• Collects old balances and co- payment for services and follows payment processes.
• Import EMR charges and approves tickets for patient pay, sliding fee and homeless.
• Keeps the patient waiting room area neat and clean.
• Greets patients and guests and directs them to the appropriate personnel.
• Ensures referrals to the DHS worker or other case management staff occurs.
• Understands the Patient Assistance System and how patients receive payment assistance.
• Can effectively sort and timely distribute mail to staff in the clinic.
• Stocks supplies for office.
• Uses positive and appropriate telephone etiquette/techniques when communicating over the telephone.
• Ensures that communication with staff, patients and external contacts occurs effectively with courtesy, tact and a positive attitude.
• Able to evaluate patient's response to care thorough observation.
• Communicates with patients to resolve issues of patient flow and at times when waiting room overflow is an issue.
• Professionally listens to patient complaints and engages the site manager to resolve.
• Accurately completes patient information for patient files.
• Collects patient identification and scans into Centricity.
• Dental CSRs only -- Prepare, pull and file charts and loose paperwork.
• Dental CSRs only - Completes treatment plan estimate form.
• Other duties as assigned.

Education and/or Experience

High school diploma or G.E.D. completion.  Some college preferred.  Two years clerical experience or one year of experience in a health care setting preferred.  Must have knowledge of managed care processes.  Must be able to type 40 words per minute, computer and data entry experience required. Must be highly skilled at using computer system.

Qualifications

Ability to maintain confidentiality in all matters.

Ability to meet all attendance and punctuality requirements to ensure proper coverage and quality service.

Ability to resolve interpersonal and professional conflicts appropriately.

Professional and appropriate dress as required for the position.

General computer proficiency.

Takes pride in job performance as evident in compliance with job responsibilities.

Assumes responsibility for work performance and can be self-directed.

Participates in staff meetings, trainings and committees.

Basic understanding of insurance regulations/stipulations.

Dental CSRs only -- Basic understanding of dental terminology and differences between major and minor procedures.

Ab