Job Title:Customer Service Specialist, Switchboard Operator, Receptionist and Scheduler

FLSA Classification: Non-Exempt

Salary Grade/Level/Family/Range:

Reports to: Customer Service Supervisor

Date: March 2024

Summary/objective

Work is performed in a medical clinic office environment as well as from home with frequent telephone and face-to-face contact with patients. This individual will operate clinic switchboards, provide routine information, and direct calls to the appropriate area. Serves as a liaison between patient and support staff.

MSBI Benefits/Culture:

• • No Holidays/Weekends/Evenings
  • Consistent Schedule - Mon-Fri
  • Drive Time, Mileage & Parking Reimbursement
  • Company Paid License & Certification
  • Stimulating Team-Based Working Environment
  • Supportive, Work Family Experience
  • Health, Dental, Vision, Life - Insurance
  • STD, LTD, LTC
  • 401k Matching
  • Profit Sharing
  • Holiday Pay and PTO

Essential functions

Switchboard

• Answer calls professionally within 3 rings.

• Ask caller what their call is regarding to direct to appropriate individual or department according to our call routing guide.

• Transfer calls to staff voice mail when appropriate. Use ‘soft transfer’ method for highest level of customer service.

• All phone calls are returned within the same day or following business morning. Voice mails can be left with patients but continued attempts should be made to assure direct communication occurs within 24 hours.

• Respond to emergency calls according to established procedures.

• Answer questions regarding patient appointments and general clinic information.

• Performs other duties as assigned.

Reception

• Greet patients in a friendly and professional manner.

• Verify new patient demographic information from electronic form completion. Obtain electronic signatures as needed.

• Inquire with patient to select correct insurance in Next Gen system.

• Scan insurance card front and back for chart.

• Collect co-pay, co-insurance as directed in ‘Alerts’ and/or on their card.

• Manage patients in waiting rooms. If provider is more than 15 minutes behind, notifying patients and offer alternatives for rescheduling. Continue to update patients who are waiting.

• Maintain clean and orderly Lobby area – pick up & arrange lobby items at mid-day (noon hour), throw away garbage, monitor PPE, etc. Keep area clean.

• Maintain Lobby Refreshment area if available. Keep clean. Send request to appropriate staff member to order supplies as needed. Keep the storage cabinet locked. Key is at the front desk area.

• Lobby TV is set to a specific channel and cannot be changed by patients. There is a designated list of channels that can be on the Lobby TV and is directed by the Front desk staff. List and Remote is at the front desk.

• Assist with the care and maintenance of department equipment and supplies.

• Greet delivery personnel and visitors contact appropriate staff when needed for visitors.

• Maintain neat and orderly work area.

• Maintain patient information in a confidential manner.

• Maintain the “Envelope Pickup” sheet and envelopes left a front desk for patient pick up.

• Assist other clinical staff as needed.

• Performs other duties as assigned.

Scheduling

• Schedule patient appointments in an accurate, efficient and timely manner.

• Obtain and enter correct detailed patient demographic information into system.

• Initiate on-line new patient documentation process.

• Understand governmental and commercial insurances accepted by Midwest Spine& Brain Institute (MSBI).

• Provide a detailed explanation to patients of requirements for their visit.

• Reschedule clinics within 48 hours or sooner if necessary.

• Schedule appointments received via e-mail at scheduling@midwestspine.net within 24 hours of receipt.

• Notify (email) staff of add-ons, cancellations and schedule changes.

• Run the Televox reminder calls daily and process cancellation and reschedules appropriately.

• Performs other duties as assigned.

• Access to PHI (protected health information) including e-PHI (electronic protected health information), will be limited based on employee’s job duties. Requests to change access for individual employees due to job requirements will be reviewed by the Director of Business Office and/or Administration. Employees will follow Midwest Spine & Brain Institute’s established HIPAA privacy and security policies regarding PHI

Qualifications:

• Knowledge of organizational policies, regulations and procedures to successfully promote the organization.

• Knowledge of common safety hazards and precautions, and use of personal protective equipment to establish a safe work environment.

• Skill in identifying problems, and researching and recommending solutions.

• Skill in preparing and maintaining records in written reports.

• Skill in developing and maintaining department quality assurance. Ability to maintain quality control standards.

• Ability to react calmly and effectively in stressful or emergency situations.

• Expertise and appropriate skill set in establishing and maintaining effective working relationships with patients, medical staff, and the public.

• Ability to understand, adapt and apply guidelines and procedures.

• Ability to communicate clearly.

• Requires providing ideas and participating in the implementation of such ideas to improve quality and/or patient satisfaction, reduce costs or improve employee work life.

Work Style:

• Integrity. Honest and ethical behavior in all actions.

• Independence. Ability to work from a variety of locations with little supervision and the ability to get things done autonomously.

• Social Orientation. Ability to connect with others on the job. Ability to work with customers in a kind and professional manner.

• Concern for Others. Sensitivity to the needs of others.

• Adaptability/Flexibility. Open to change and variety of workload.

• Attention to Detail. Thorough and complete in activities and follow-up to determine successful tasks to repeat and others to change or remove.

• Dependability. Reliable, responsible, and dependable in fulfilling obligations of the job and interaction with others.

• Self Control. Ability to maintain composure, keep emotions in check, even in difficult situations.

• Stress Tolerance. Ability to accept criticism to improve performance.

• Cooperation. Pleasant attitude with others.

Work environment

• Ability to drive own motor vehicle for visits to various sites.

• Requires consistently good attendance.

• Requires ability to work successfully under supervision, with co-workers, providers, other professionals as well as community members.

Physical demands

• Work may require sitting, standing and walking for extensive periods of time.

• Occasionally lifts and carries items weighing up to 15-20 pounds.

• Requires corrected vision and hearing to normal range.

• Requires full range of body motion including hand and finger dexterity and eye-hand coordination

Travel required

• Occasional travel required to various local clinics.

Required education and experience

• High school diploma or GED certificate

• 2-3 years of healthcare experience

• Experience with NextGen EHR/EPM and EPIC is desirable

Affirmative Action/EEO statement

Midwest Spine & Brain Institute (MSBI) is an equal employment and affirmative action employer. MSBI does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity, creed, status with respect to public assistance, or other protected class status.

Other duties

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.