Customer Service Representative

SUMMARY

Places outbound calls (regarding account status, complaints, etc.) and handles incoming calls (inquiries, complaints, etc.) and directs calls for further problem resolution, if necessary.

Title: CSR

Rate: $18/hr

Duration: Starting at 5 months (Can start as soon as October 8th)

Location: Remote (Note: Has to drive to Renton, Spokane, Tacoma, Silverdale, or Bellevue to pick up equipment and meet the manager)

RESPONSIBILITIES

Appointing:

• Review medical chart to appoint according to scripts and guidelines.
• Schedule/reschedule/cancel appointments for services, according to scripts and guidelines.
• Places calls for appointment reminders and quality measure outreach.
• Collect care specific information for Primary Care or Specialty Care services., Messaging: Review medical chart to collect information for messages to send to health care team.
• Routes incoming calls from patients, physicians, nurses and other departments according to scripts and guidelines.
• Answers routine administrative inquires.
• Forwards medical and other complex inquires to appropriate personnel.
• Take messages as necessary.
• Manage electronic in-basket in multiple system applications.

General Services:

• Assist patients by providing phone numbers, facility directions and office layouts; directing to other departments and administrative services for further information, for example (but not limited to) Membership Services, Dental and Pharmacy.
• Handle ingoing and outgoing departmental mail and correspondence with patients.
• Other related duties as developed per department need.

Registration:

• Verify insurance eligibility and/or update all demographic information per regional policies, including Personal Provider Selection, Language Preference and Special Needs.
• Request and/or obtain a patient medical record number when necessary.
• Verify health insurance coverage and follow appropriate policy/procedure.
• Explain co-pays, cost shares and any other applicable fees.
• Create Guarantor accounts as necessary before and after Membership Service Department hours.
• Complete Scheduling form with above data and transfer to the Registration for completion of the pre-registration and pre-verification functions.
• Refers to the financial counselor as appropriate.
• Collect past due balances as appropriate.

Practice Organization:

• Coordinate referrals process including wait lists per department policies and procedures.
• Track referrals to specialty care by utilizing the consultation/referral system as needed in those areas where this responsibility currently exists for the individual in this classification.
• Request copies of films, CD's, test reports, and results from outside facilities Coordinate schedules per department guidelines to maximize access.
• Collect and organize data per department guidelines. For example, researching and collating data from Health Connect, online quality and performance reports, MOV data, and other sources, on an ongoing basis.
• Develop and submit ongoing reports as requested including statistics, charts, and graphs using multiple computer programs and business math skills.
• Update departmental policies and forms.

QUALIFICATIONS

• Excellent Customer services/ and soft skills required.
• Must have previous call center experience (at least 1 year)
• Experience with HeatlhConnect a plus.
• Ability to use multiple screens.