PRIMARY PURPOSE

The Customer Service Representative, working under the supervision of the organization’s Operations Manager, provides direct service to patients. They are often the first and last person a patient interacts with at LCH&D and therefore play an integral role in managing the overall patient experience. Customer Service Representatives are expected to work closely with providers and other staff members and function as a team player to meet and exceed the needs of the patient.

EDUCATION AND CERTIFICATION REQUIREMENTS

• Must have a high school diploma or GED.

SKILL AND EXPERIENCE REQUIREMENTS

• At least 2 years of experience as a receptionist, secretary, or customer service representative preferably in a healthcare setting (equivalent experience in another office setting is acceptable.)
• Bilingual Spanish speaking is a plus.
• Knowledge of dental and medical terminology.
• Must have proficient computer skills and the ability to become proficient in software programs specific to LCH&D i.e. NextGen, EPM, EHR, etc.
• Strong computer skills with proficiencies in Outlook, Word, PowerPoint, Excel.
• Accurate typing and data entry skills.
• Excellent customer service skills.
• Ability to independently coordinate multiple tasks.
• Ability to be responsive in working with a culturally-diverse patient population.
• Ability to work cooperatively with others.

ESSENTIAL FUNCTIONS

Daily responsibilities include:

• Perform patient registrations by completing an accurate face-to-face discussion to obtain demographic, insurance, financial and appointment related information.
• Schedule appointments in accordance with guidelines.
• Complete daily scanning/indexing duties as assigned, to include assisting other departments as needed.
• Collect co-pay/account payments-return receipts and change.
• Monitor accepted insurance plans and validation thereof.
• Work closely with the billing department to ensure compliance of the payment process and ensure appropriate corrections are made as needed.
• Ensure that adequate office supplies are available to complete tasks and is aware of utilization of the same.
• Prioritize and multi-task to meet the demands of a busy office including high-volume of phone calls and walk-in traffic.
• Maintain patient flow.
• Build positive relationships with internal and external customers/ patients.
• Demonstrate professional phone etiquette and take complete and accurate phone messages.
• Must maintain accurate records.
• Comply with HIPAA guidelines as all times
• Must have knowledge of the LCH&D Continuous Quality Improvement Plan.
• Deliver care and services in accordance with the organization’s philosophy of “partnership” with patients and integration of the organizations values of Respect, Quality, Compassion and Hope.
• Provide input and recommendations to enhance the growth and success of the organization.
• Make every attempt to meet daily goals and objectives as defined by the organization.
• Assume all other reasonable duties and responsibilities as directed by the organization's leadership.
• It is the responsibility of every employee to ensure that executive management is made aware of any issues that could negatively impact the organization or its relationships with patients, and the community. Also to report any and all violations and infractions against the organization’s vision, mission, and values.

BENEFITS

• Excellent Training and Orientation Program
• Public Service Loan Forgiveness Eligibility
• Paid Holidays
• Generous Paid Time Off (PTO)
• Health, Dental, and Vision Insurance
• Prescription Coverage
• Employer Paid Life Insurance
• Employer Paid Short- and Long-Term Disability
• 401(k) Retirement Plan
• Giving back, outreach, and true advocacy to the patient community we serve.

Equal Opportunity Employer