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 :

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

• Support the organization’s mission, vision, and values of excellence and competence, collaboration, innovation, commitment to our community, and accountability and ownership.
• Exercise necessary cost control measures.
• Maintain positive internal and external customer service relationships.
• Demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions when clarification is needed.
• Plan and organize work effectively and ensure its completion.
• Demonstrate reliability by arriving to work on time and utilizing effective time management.
• Meet all productivity requirements.
• Represent the organization professionally at all times.
• Demonstrate initiative and strive to continually improve processes and relationships.
• Follow all Frontier Health rules, policies and procedures as well as any applicable laws and standards.

Last updated : 2024-04-23