Customer Service Representative

MIDLAND COMMUNITY HEALTHCARE SERVICES, INC.

Midland, Texas

JOB DESCRIPTION

JOB TITLE:                                       CUSTOMER SERVICE REPRESENTATIVE

DEPARTMENT:                                COLEMAN / PEDIATRICS

REPORTS TO:                                   CLINIC MANAGER

OES CODE:                                        43-6013.00

FLSA EXEMPTIONS STATUS:        NON-EXEMPT

JOB SUMMARY

Customer service representatives are the first point of contact for the patients of Midland Community Healthcare Services.  They are expected to provide excellent customer service while performing tasks such as answering phones, scheduling appointments, taking patient payments, and assisting patients with their service needs.

JOB DUTIES

• Answer, transfer, and initiate clinic business phone calls.
• Schedule, confirm, work-in, and change patients’ appointments per proper administrative procedure.
• Verify and input data in computer system including insurance and patient demographics.
• Verify insurance or program information presented by patients per proper procedure.
• Collect co-payments, deductibles, and past due balances, and answer patients billing questions.
• Assist patients with financial agreements for past due balances.
• Provide the Billing Department with supporting documentation needed to continue the billing process.
• Reconcile day sheets, for credit card payments during end of day procedures.
• Maintain an orderly workstation.
• Prepare for the next day by requesting needed documentation, printing schedules, and making needed copies.
• Assist patients with information about the clinic, its programs, and clinic processes.
• Participate in cross-training opportunities in order to help other front office areas.
• Performs other duties as assigned by the Clinic Manager.

SUPERVISORY RESPONSIBILITIES

• No Supervisory Responsibilities are included in this position.

CRITICAL SKILLS AND ABILITIES

• Customer Service Oriented.
• Oral Comprehension, Expression, Recognition, and Clarity.
• Written Comprehension and Expression.
• Computer & Technology Skills - The ability to navigate and utilize Microsoft Office, and the ability to learn to navigate and utilize proprietary medical software packages.
• Time Management – The ability to prioritize tasks in order to best serve the patient and the flow of the call center.
• Cultural Competency – the ability to deal with people of various cultures and social status, as well as outside entities

QUALIFICATION REQUIREMENTS

• Must have a High School Diploma or G.E.D.
• 1-3 years of customer service experience preferred.
• 1-3 years of medical office experience preferred.
• No felony results on a criminal background screening.
• Drug Screen Test with a negative result.
• Bilingual preferred.

WORK ENVIRONMENT/CONDITIONS

BBP Class III:  This position does not include any exposure-prone duties. These employees will still receive basic personal protective equipment training, basic bloodborne pathogen standard training and safety precautions. Employees in this class are still to be offered vaccinations provided by Midland Community Healthcare Services if wanted.

Physical Demand:  Ability to interact with patients and operate office equipment for patient services.  Employees will need the ability to lift a minimum of 25 lbs, or more, independently as necessary.  Vision abilities are required to read and verify patient information, to read information on medical records, and to read information on computer systems.  Ability to pull, push, lift, and manipulate equipment and files. The ability to move freely about the front office and medical record areas in order to perform the job duties is required.  In compliance with EEOC 29 CFR part 1630, reasonable accommodations will be made for those employees with disabilities in order to assist them in performing the job duties and demands, provided it does not constitute undue hardship upon MCHS.

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Employee                                                                                              Date