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Posted 1w ago

Customer Service Representative

@ Centers for Pain Control
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Valparaiso, Indiana, United States
OnsiteFull Time
Responsibilities:answering calls, scheduling appointments, entering information
Requirements Summary:Provide front-desk and phone support in a clinic: operate multi-line phone, enter patient information, schedule appointments, use EMR, type with high accuracy, multitask in a fast-paced environment; 2 years medical office experience and high school diploma preferred.
Technical Tools Mentioned:Electronic Medical Records (EMR), multi-line phone system
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Job Description

PURPOSE:



The Customer Service Representative provides friendly, accurate, and timely service to the customers of the center and its associates by performing a variety of clerical, receptionist, and typing duties including receiving and placing calls, greeting patients and visitors, and providing information in response to inquiries



ACCOUNTABILITIES AND JOB ACTIVITIES:





  • Operate a multi line phone




  • Answer phones as soon as possible




  • Operate main telephone; courteously responds to all calls either providing information or accurately directing to the appropriate individual as observed




  • Accurately and courteously answers routine inquiries as observed; refers other inquiries to the appropriate individual




  • Transfer calls to the appropriate person




  • Assist person on the line in a timely manner




  • Avoid long hold times





Perform a variety of clerical duties





  • Keep good knowledge of schedule




  • Great attention to detail 




  • Enter all of the patients information correctly




  • Type a variety of letters, memos, and documents with 95% accuracy and within the      time periods as specified




  • Assist in scheduling of visits/appointments





Interpersonal relationships





  • Demonstrate good rapport and cooperative relationships with all members of the team as observed




  • Demonstrate the ability to adapt to changes in the workload and work as part of the team as observed




  • Maintain patient, CPC, and physician confidentiality at all times as observed




  • Assist with the orientation of new personnel as assigned




  • Manage conflict and frustration in a positive and constructive manner as observed





Develop and maintain personal and professional skills





  • Attend all mandatory staff meetings per year unless excused as evidenced by documentation




  • Attend mandatory in-services and a minimum of two pertinent in-services per year as documented




  • Actively participate in performance improvement activities as observed or documented




  • Establish realistic professional goals as evidenced by the annual performance evaluation




  • Actively keep abreast of departmental and organizational activities by initialing log and posted material




  • Demonstrate flexibility in response to unexpected change in workload or situation as observed




  • Serve on committees and/or participate in changes of policy and procedures that affect the operation of services as documented




  • Evaluate new products and modes of care, and demonstrate a knowledge of operating room equipment as observed and documented




  • Assist in the orientation of new personnel as directed




  • Support the mission and goals of the Center as observed




  • Read all emails within 24 hours as documented




  • Perform other duties as required





Demonstrate safe and cost-effective practice





  • Consistently adhere to OSHA bloodborne pathogen guidelines; applies universal precautions per company standards as observed




  • Consistently utilize proper body mechanics as observed




  • Accurately complete incident reports within the shift of occurrence and immediately communicates critical incidents to the appropriate person per the organizational chart




  • Consistently allocate resources to reduce waste and minimize costs as observed




  • Accurately capture patient charges




  • Consistently complete assigned duties within stated shifts in a timely manner as observed and documented





BEHAVIORAL EXPECTATIONS



Strive for excellence





  • Set challenging goals




  • Produce quality work in a timely fashion




  • Find better/more efficient ways to do things




  • Maintain current knowledge and skill




  • Participate in quality and process improvement efforts




  • Keep work area clean, safe and secure





Act Flexibly





  • Adapt to change




  • See the value of different opinions and new ideas




  • Change plans and objectives given new direction or priorities




  • Handle stressful situations effectively





Meet Customer Needs





  • Meet internal and external customers’ needs




  • Find new ways of satisfying customers




  • Participate in service improvements efforts




  • Listen and respond to customers




  • Treat customers with compassion and respect





Work as a Team





  • Work as a team player




  • Pitch in to help those in need




  • Communicate with others appropriately




  • Listen and respond to others




  • Handle conflict situations effectively




  • Foster trust and respect within the team




  • Participate in committees/task forces





Foster Diversity in the Workforce





  • Treat all associates and customers with respect, integrity and dignity regardless of background, race, age, gender, gender identity, sexual orientation, religion or disability




  • Treat all associates and customers fairly





Be Self-directed





  • Take initiative and responsibility for actions




  • Identify own learning needs and creating/implementing Learning Plans




  • Perform duties according to policies and procedures




  • Demonstrate ethical behaviors




  • Maintain confidentiality of information




  • Maintain licenses and certifications as appropriate




  • Fulfill operating unit/clinical competencies




  • Use equipment/resources responsibly





Respond with Age Appropriate Clinical Care (Clinical Jobs Only)





  • Respond appropriately to the age appropriate psychological and physical needs of patients




  • Understand growth and development needs of the age group with which the associate interacts




  • Integrate family/support system into patient care, as appropriate





You must refer to management for approval or final disposition on the following:





  • Change in procedure




  • Difficult patient situations




  • Any situation you are unsure of





Job Scope and Work Environment



This position is subject to:





  • Confidential information




  • High stress environment due to turnaround requirements




  • Daily hours are subject to change based on scheduling needs





Patient Privacy HIPAA





  • Protection of patient privacy




  • Patient records and EMR are for treatment use only





The statements in this job description are intended to describe the essential nature and level of work performed by employees assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.