Customer Care Specialist

JOB SUMMARY:

This individual is responsible for welcoming patients to the practice, treating all patients in a professional and courteous manner, managing physician clinic schedules, triage coordination and appointment confirmations. 

Education and Experience:

1. High school diploma or equivalent.
2. Medical experience preferred.

Essential Skills and Abilities:

1. Excellent customer service and communication skills.
2. Ability to work as a team member.
3. Management of multiple tasks simultaneously.
4. Motivation to succeed.
5. Empathetic personality giving attention to patient’s needs and concerns.
6. Strong organization with attention to detail.
7. Respectful treatment of patients and co-workers.
8. Ability to demonstrates company core values on a consistent basis

RESPONSIBILITIES:

Appointment Scheduling 

1. Greeting everyone in a pleasant and professional manner when calling or answering a patient call.
2. Creating a rapport with the patient when scheduling appointments and communicate with them, as needed.
3. Evaluates chart data to verify all information is correct and the appointment is scheduled correctly by set guidelines.
4. Confirm appointment with the patient and set patient expectation for the visit.
5. Ensures that proper authorization or referral is collected from the patient.
6. Assists patients in obtaining authorization or referrals that have not been received by the practice.
7. Enters all new patient demographic information into the computer.
8. Other task and duties as assigned by PSC.

Schedule Management 

1. Manages the clinic schedules and balances patient load by working appointment tasking and reviewing schedules.
2. Confirms appointments with the patient.
3. Proactively evaluated the appointment for potential errors.  For example, all prior orders are complete.
4. Manages external/internal consults.
5. Manages all request from provider for example, prior records request. 

Triage Coordination

1. Single point of contact for the patient, organize and communicate instructions for follow-up.
2. Refill request.
3. Assess and schedule urgent triage or automatic work-ins.
4. Communicate with the POD through the day for triage guidance.

Physical Demands

1. Sit for long periods of time.
2. Constantly operate a computer and other office equipment such as copier, fax machine, etc.
3. Ability to communicate information that is well understood while simultaneously listening to important information.
4. Regular use of the telephone and e-mail for communication is essential.
5. Lifting various office supplies or equipment up to 10 lbs.