JOB TITLE Customer Service Representative

SUMMARY:

Responsible for greeting consumers and visitors in a professional manner. Handling all incoming calls and fielding them accordingly, addressing consumer questions and needs, and providing an overall welcoming environment. 

EDUCATION AND EXPERIENCE:

Education: High School Diploma/GED required. Coursework in general office and computers preferred.

Licensure: N/A

Certification: N/A

Experience: Experience in customer service preferred.

Knowledge/Skills: General office skills, including strong phone and typing skills.

Verbal/written communication skills.

Skilled in use of all major computer applications.

Punctual with consistent/reliable attendance history.

EQUIPMENT:

Computer, fax, copier, and any other equipment required to perform the functions of the position.

MAJOR DUTIES AND RESPONSIBILITIES:

1. Greets consumers and visitors and welcomes them to the office in a professional, polite and welcoming manner.
2. Maintains a positive, empathetic and professional attitude toward consumers at all times.
3. Receives telephone calls and referrals in a professional manner using effective listening skills and routes calls to appropriate individuals.
4. Reviews demographic, insurance and provider information with consumers at every visit and updates records as necessary.
5. Obtains a copy of the consumers insurance card, driver license and social security card.
6. Collects the appropriate amount of the consumer’s responsibility at each visit, noting the payment and provides the consumer with a receipt. 
7. Balances cash drawer.
8. Schedules, coordinates and reschedules consumer appointments.
9. May call to remind consumers of their appointments.
10. Interviews consumers to collect related data for case-opening paperwork and obtains all required signatures on documentation.
11. Establishes authorization for services on appropriate consumers with third party payors. 
12. Enters access data on computer system.
13. Performs other administrative duties such as locking/unlocking doors, opening/distributing mail, typing, filing, faxing and collecting documents to be shredded, etc.
14. Maintains strict confidentiality of all knowledge gained through contact with consumers.
15. Attends and participates in regularly scheduled staff meetings and in-services and individual program planning staffing meetings, as needed.
16. All other duties as assigned.

PERFORMANCE RESPONSIBILITIES:

Although each position has its own unique duties and responsibilities, the following listing applies to every employee. All employees of the organization are expected to:

1. Support the organization’s mission, vision, and values of excellence and competence, collaboration, innovation, commitment to our community, and accountability and ownership.
2. Exercise necessary cost control measures.
3. Maintain positive internal and external customer service relationships.
4. Demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions when clarification is needed.
5. Plan and organize work effectively and ensure its completion.
6. Demonstrate reliability by arriving to work on time and utilizing effective time management.
7. Meet all productivity requirements.
8. Demonstrate team behavior and must be willing to promote a team-oriented environment.
9. Represent the organization professionally at all times.
10. Demonstrate initiative and strive to continually improve processes and relationships.
11. Follow all Frontier Health rules, policies and procedures as well as any applicable laws and standards.