What are the responsibilities and job description for the Customer Service Representative position at Digestive Disease Consultants?
Job Summary: CSR’s answer/transfer calls as appropriate, in a friendly, courteous, and efficient manner. Assist scheduling with referral management and office appointment scheduling.
Supervisory Responsibility: This position has no supervisory responsibilities
Key Responsibilities
- Answer and routes call, according to practice standards in an efficient manner.
- Update demographic information in the practice management database.
- Provide patients with the appropriate forms, literature, and instruction.
- Document patient interaction, patient education, or other communication.
- Communicate with referring physician regarding any requests received that are inquiring about dates/times of appointments scheduled.
- Collect, sort, and stamp all outgoing correspondence from the schedulers.
- Schedule, reschedule, and cancel routine office visits.
- Communicate office cancellations, which do not reschedule to the physician’s MA.
- Notify referring physicians of patient appointments or inability to schedule patient.
- Process hospital reports and contact patients for scheduling follow up.
Referrals
- Process and update referral, demographic, and insurance information in the practice management database.
- Verify insurance coverage when applicable.
- Enter ASAP referrals, record in the practice management database and distribute request to the ASAP scheduler.
- Communicate with referring office if there is a problem/question with referral.
- Import referrals from the fax queue.
- Manage and import direct message referrals
Core Competencies
- Flexible, Detail oriented, Customer focus, Team working, Initiative, Problem solving, Organized, Self-motivated
General
- Adopt the One GI culture of respect, integrity and accountability that contribute to an internal environment of teamwork and promote a positive brand image to our external customers.
- Incorporate a leadership mindset to your role.
- Comply with One GI procedures, policies, and regulations relevant to your role.
- Successfully completes all One GI training requirements (i.e. OSHA, HIPAA, HealthStream, compliance, etc.)
- Responsible for compliance with all regulatory requirements and/or guidelines. These requirements/guidelines include, but are not limited to: OSHA, HIPAA, Federal Fraud and Abuse laws.
- Computer skills – good working knowledge of MS office
- Ability to communicate effectively with others, both verbally and in writing
- Proven ability to manage time, meet deadlines and prioritize
- Able to maintain standards and professionalism during periods of fluctuating workloads
- Provide professional service to direct customers of One GI in all interactions.
- Build effective working relationships with other team members.
- Manage daily tasks to ensure business needs are consistently met.
Education and Qualifications
- High School Diploma or equivalent required.
- Previous medical office experience preferred.
- Medical terminology coursework preferred.
- Possess telephone charisma and excellent communication and customer service skills.
- Must demonstrate a friendly helpful manner and individual responsibility and accountability.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak and hear. Understand/comprehend English as well as read/ follow written English instructions
Work Environment
This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stoop as necessary. This position requires the ability to occasionally lift office products and supplies up to 20 pounds. This job operates in a professional office environment. This role routinely uses standard office equipment.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Accommodations
Reasonable accommodations will be made to enable a qualified individual with a disability to perform the non-essential or essential functions of this job. All accommodations will be investigated on an individual basis with the needs of the department and current staff resources considered. Accommodations will not be made that compromise the safety and health of any associate.