Customer Service Representative

POSITION DESCRIPTION FUNCTIONAL TITLE: Customer Service Representative REPORTS TO: Patient Specialist Supervisor JOB CATEGORY III: Tasks that involve no exposure to blood, body fluids, or tissues, and Category I tasks are not a condition for employment.

GENERAL DESCRIPTION The Customer Service Representative (CSR) is selected by and reports to the Customer Relations Supervisor.

Under general supervision, the CSR is responsible for greeting and directing patients to the different services.

The CSR will register patients, receives payments, signs-in patients and schedule returning appointments, uses current practice management system, scans patient information and privacy notice.

May be assigned other duties including cross training as required to achieve departmental and organizational goals as well be required to travel other locations.

CSR functions as a member of a collaborative health care team to create and maintain a Patient Centered Medical Home where emphasis is on excellent communication; support of the patient is provided and tracked in a culturally competent, behaviorally enhanced setting supported by information technology.

Due to the nature of NHHC services, it may become necessary to require employees to work extended hours or other variations of the usual shift to ensure adequate care of patients and to maintain services to the community.

CRITICAL JOB ELEMENTS / PERFORMANCE STANDARDS I.

Must greet customers, patients and general public in person or over the telephone in a courteous manner.

Must be professional in dealing with employees, patients and the public via personal and telephone contacts.

Demonstrate positive attitude towards patients with good eye contact, pleasant voice, attentive and responsive to their needs.

II.

Identifies patient needs and directs them to the different services whether it is in person or via the telephone.

1.

Arrives new patients for Adult, Pediatrics, Dental, OB/Gyn, Specialty, Laboratory, Immunizations, Radiology, Behavioral Health, Podiatry, Ophthalmology and Pharmacy services.

2.

Verifies demographic information, residence status, promoting NHHC patient portal, method of payment, and enters data into the system as necessary.

3.

Open charts for new patients enter insurance and identification.

III.

Receives payments for patient fees.

1.

Verifies patient pay status, insurance and updates patient information as needed.

2.

Explains charges and answers patient question.

Allows for no instances in which charges are not explained to the patient and/or patient leaves the center without an encounter bill.

3.

At checkout, providing patients with the Good Faith Estimate for their next appointment(s).

4.

Reconciles at the end of the day and turns in monies on a daily basis.

5.

Follows designated cash collection procedures.

IV.

Signs-in patients with appointment and walk-in on a daily basis.

1.

Prints fee ticket forms if needed for ancillary services and ensures that encounters are accurately filled out by ve...