Customer Service Rep

JOB OVERVIEW
Primary Function
The primary function of the Customer Service Representative is responsible for maintaining existing patient satisfaction relationships. The incumbent will be responsible for providing clerical and administrative support to staff. This position represents the first impression that the patient has of our organization and is critical to sustaining a high level of loyalty to the business. The Customer Service Representative will handle and properly resolve any concerns or issues arising from patients to ensure that we maintain a positive relationship. The candidate must possess superior multitasking abilities.

Job Responsibilities

1. Maintaining strong relationships with patients, case managers and referral sources.
2. Maintaining and managing a daily customer service communication log.
3. Positions self as a point contact for referrals, complaint resolution, and other inquiries from referral sources.
4. Establishes and maintain cooperative relationships with representatives of community, participants, care providers, and public advocacy groups.
5. File documents
6. Data Entry
7. Act as a liaison between internal and external organizations.
8. Performs other duties such as routine correspondence, scheduling part time personnel, and contacting outside agencies.
9. Must be able to work collaboratively with coworkers.
10. Specific Tasks:
a. Will initiate and follow up on all Customer Service calls for discharged patients within the last 60 days.
i. Call and remind them they were on service with Doctors Choice and we are simply doing a patient satisfaction call to access how we are doing and if improvements are needed.
ii. If there are any immediate issues regarding patient care or service, Admin Assistant/Receptionist will report immediately to Operations Manager.
iii. Create a spreadsheet for all discharged patients within the last 60 days and submit this to Operations Manager before end of day.
b. Check communication notes in the morning regarding SOC’s in case there are repeat patients that need to be reached out.
c. Customer Service Calls (at the 5th day) to ensure all disciplines have visited patients.

Qualifications

1. High school Diploma, GED (Bachelors Degree preferred or equivalent work experience)
2. Three years administrative experience with one year preferably in healthcare office setting
3. Medical Terminology familiarity
4. Excellent communication, typing and phone skills
5. Excellent computer skill, Microsoft skills ie: Power point, Excel, Publisher, etc…

Working Conditions

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.

Skills required:

• Office & Admin (Virtual Assistant)
- Admin Assistant
- Appointment Setter
- Data Entry
- Project Coordinator
- Quality Assurance

• English
- Speaking
- Translation
- Writing