PURPOSE:

The Customer Service Representative provides friendly, accurate, and timely service to the customers of the center and its associates by performing a variety of clerical, receptionist, and typing duties including receiving and placing calls, greeting patients and visitors, and providing information in response to inquiries

ACCOUNTABILITIES AND JOB ACTIVITIES:

Telephone

• Operate a multi line phone
• Answer phones as soon as possible
• Operate main telephone; courteously responds to all calls either providing information or accurately directing to the appropriate individual as observed
• Accurately and courteously answers routine inquiries as observed; refers other inquiries to the appropriate individual
• Transfer calls to the appropriate person
• Assist person on the line in a timely manner
• Avoid long hold times

Perform a variety of clerical duties

• Keep good knowledge of schedule
• Great attention to detail
• Enter all of the patients information correctly
• Type a variety of letters, memos, and documents with 95% accuracy and within the time periods as specified
• Assist in scheduling of visits/appointments

Interpersonal relationships

• Demonstrate good rapport and cooperative relationships with all members of the team as observed
• Demonstrate the ability to adapt to changes in the workload and work as part of the team as observed
• Maintain patient, CPC, and physician confidentiality at all times as observed
• Assist with the orientation of new personnel as assigned
• Manage conflict and frustration in a positive and constructive manner as observed

Develop and maintain personal and professional skills

• Attend all mandatory staff meetings per year unless excused as evidenced by documentation
• Attend mandatory in-services and a minimum of two pertinent in-services per year as documented
• Actively participate in performance improvement activities as observed or documented
• Establish realistic professional goals as evidenced by the annual performance evaluation
• Actively keep abreast of departmental and organizational activities by initialing log and posted material
• Demonstrate flexibility in response to unexpected change in workload or situation as observed
• Serve on committees and/or participate in changes of policy and procedures that affect the operation of services as documented
• Evaluate new products and modes of care, and demonstrate a knowledge of operating room equipment as observed and documented
• Assist in the orientation of new personnel as directed
• Support the mission and goals of the Center as observed
• Read all emails within 24 hours as documented
• Perform other duties as required

Demonstrate safe and cost-effective practice

• Consistently adhere to OSHA bloodborne pathogen guidelines; applies universal precautions per company standards as observed
• Consistently utilize proper body mechanics as observed
• Accurately complete incident reports within the shift of occurrence and immediately communicates critical incidents to the appropriate person per the organizational chart
• Consistently allocate resources to reduce waste and minimize costs as observed
• Accurately capture patient charges
• Consistently complete assigned duties within stated shifts in a timely manner as observed and documented

BEHAVIORAL EXPECTATIONS

Strive for excellence

• Set challenging goals
• Produce quality work in a timely fashion
• Find better/more efficient ways to do things
• Maintain current knowledge and skill
• Participate in quality and process improvement efforts
• Keep work area clean, safe and secure

Act Flexibly

• Adapt to change
• See the value of different opinions and new ideas
• Change plans and objectives given new direction or priorities
• Handle stressful situations effectively

Meet Customer Needs

• Meet internal and external customers’ needs
• Find new ways of satisfying customers
• Participate in service improvements efforts
• Listen and respond to customers
• Treat customers with compassion and respect

Work as a Team

• Work as a team player
• Pitch in to help those in need
• Communicate with others appropriately
• Listen and respond to others
• Handle conflict situations effectively
• Foster trust and respect within the team
• Participate in committees/task forces

Foster Diversity in the Workforce

• Treat all associates and customers with respect, integrity and dignity regardless of background, race, age, gender, gender identity, sexual orientation, religion or disability
• Treat all associates and customers fairly

Be Self-directed

• Take initiative and responsibility for actions
• Identify own learning needs and creating/implementing Learning Plans
• Perform duties according to policies and procedures
• Demonstrate ethical behaviors
• Maintain confidentiality of information
• Maintain licenses and certifications as appropriate
• Fulfill operating unit/clinical competencies
• Use equipment/resources responsibly

Respond with Age Appropriate Clinical Care (Clinical Jobs Only)

• Respond appropriately to the age appropriate psychological and physical needs of patients
• Understand growth and development needs of the age group with which the associate interacts
• Integrate family/support system into patient care, as appropriate

You must refer to management for approval or final disposition on the following:

• Change in procedure
• Difficult patient situations
• Any situation you are unsure of

Job Scope and Work Environment

This position is subject to:

• Confidential information
• High stress environment due to turnaround requirements
• Daily hours are subject to change based on scheduling needs

Patient Privacy HIPAA

• Protection of patient privacy
• Patient records and EMR are for treatment use only

The statements in this job description are intended to describe the essential nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

JOB REQUIREMENTS:

OTHER REQUIREMENTS:

• Knowledge of common safety hazards and precautions to establish a safe work environment
• Must be able to act calmly and effectively in busy, stressful or emergency situations
• Ability to communicate effectively in person, by phone and in writing
• Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance
• This position must be willing to do any additional tasks as assigned by management

PHYSICAL REQUIREMENTS:

HEARING: Adequate to perform job duties in person and over the telephone.

SPEAKING: Must be able to communicate clearly to patients in person and over the telephone.

VISION: Requires eyesight correctable to 20/20 to operate equipment and read information from printed sources and computer screens.

OTHER: Requires frequent lifting and carrying items weighing up to 30 pounds unassisted, including assisting patients when required. Adequate physical ability including sufficient manual dexterity to perform the requisite health care service. Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting and sitting, with some heavy lifting, walking up stairs, pushing and pulling exerted regularly throughout a regular work shift. Requires exposure to communicable diseases, bodily fluids, medicinal preparations and other conditions common to a clinic environment.

The above is intended to describe the general content and requirements for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. I have read the job description and understand the functions and objectives of the position at this company. This position must be willing to do any additional assignment by management.