Bilingual Customer Service Representative
KC CARE Health Center, Kansas City, Missouri, United States, 64124
Customer Service Representative
The Customer Service Representative is the first point of contact for patientsthey answer and field calls, schedule appointments, greet and register patients, and assist with check-out and follow-up. The Customer Service Representative is knowledgeable about KC CARE and its services, and is adept at data entry, use of the Electronic Health Record, and provider schedules. KC CARE follows a culture code in all we do. Our code determines how we work, treat each other, and move health equity forward. As an employee of KC CARE, you will: Put patients first, always Treat all people with dignity, respect, and kindness Create safe places for others to share their voice; encourage creativity Always strive for improvement; keep learning Own your work, action, and mistakes
no one is perfect Have fun
work should be fun and we want you to have fun at KC CARE Essential duties and responsibilities include: Scheduling patients in EMR or suggesting other resources if the clinic is unable to meet the patient/client need, either on the phone or in person Applying critical thinking and effective problem-solving skills Verifying upcoming schedules to ensure changes have been made to scheduled clinics. If problems are identified, work with clinic management to facilitate any necessary rescheduling Entering data into the EMR with accuracy Answering telephone, screening and directing incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.) Receiving and relaying patient complaints to management in a timely fashion Providing financial counseling to patients, working closely with the billing departmentincluding explaining the sliding fee scale application, setting up payment plans, counseling on insurance benefits, etc. Updating EMR/scheduling system regarding appointment changes, patient information/demographic changes, etc. Understanding how various auxiliary tools function to support the EMR and providing troubleshooting assistance to patients as needed Obtaining deep knowledge of organizational services, provider functions, and scheduling processes/procedures Keeping current with trends and developments related to essential job competencies Able to adapt and learn new skills when necessary Greeting patients and guests at KC CARE locations and providing friendly, helpful, check-in services Checking voicemail and returning patient calls Facilitating rescheduling of patient appts when provider's clinic is cancelled clinic cancellation Ensuring strict confidentiality, adhering to established HIPAA guidelines and regulations as well as clinic policies and procedures Assisting the overall customer service team as neededincluding being called to cover at different locations, or by fielding patient calls Communicating proactively with medical staff to ensure smooth clinic operations Acting as patient and provider relations representative by answering patient inquiries Organizing and managing information by creating collections, folders, and lists that can be easily accessed for reference Assurance that all forms at the front desk are stocked, legible and kept current Minimum requirements include: High school degree or equivalent 1 year of customer service experience Commitment to excellent customer service Ability to read, write, and communicate clearly in Spanish and English. Preferred requirements include: 1 year of medical or dental reception experience Some college coursework Working conditions and demands include: General working conditions are in a healthcare facility. As such, there is a potential exposure to virus, disease, and infection from patients while performing the duties of this job. May experience traumatic situations including psychiatric traumatized and deceased patients. Travel may be expected to community meetings, client homes, or other agencies. While performing duties of this job, employees are regularly required to set, walk, and stand; talk and hear; both in person and by telephone; use hands repetitively to finger, handle, feel, or operate standard office or clinical equipment; reach with hands and arms; and occasionally lift up to 20 pounds. While performing the duties of this job, employees are regularly required to use written and oral communication skills; read, analyze, and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with others outside of their department.
The Customer Service Representative is the first point of contact for patientsthey answer and field calls, schedule appointments, greet and register patients, and assist with check-out and follow-up. The Customer Service Representative is knowledgeable about KC CARE and its services, and is adept at data entry, use of the Electronic Health Record, and provider schedules. KC CARE follows a culture code in all we do. Our code determines how we work, treat each other, and move health equity forward. As an employee of KC CARE, you will: Put patients first, always Treat all people with dignity, respect, and kindness Create safe places for others to share their voice; encourage creativity Always strive for improvement; keep learning Own your work, action, and mistakes
no one is perfect Have fun
work should be fun and we want you to have fun at KC CARE Essential duties and responsibilities include: Scheduling patients in EMR or suggesting other resources if the clinic is unable to meet the patient/client need, either on the phone or in person Applying critical thinking and effective problem-solving skills Verifying upcoming schedules to ensure changes have been made to scheduled clinics. If problems are identified, work with clinic management to facilitate any necessary rescheduling Entering data into the EMR with accuracy Answering telephone, screening and directing incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.) Receiving and relaying patient complaints to management in a timely fashion Providing financial counseling to patients, working closely with the billing departmentincluding explaining the sliding fee scale application, setting up payment plans, counseling on insurance benefits, etc. Updating EMR/scheduling system regarding appointment changes, patient information/demographic changes, etc. Understanding how various auxiliary tools function to support the EMR and providing troubleshooting assistance to patients as needed Obtaining deep knowledge of organizational services, provider functions, and scheduling processes/procedures Keeping current with trends and developments related to essential job competencies Able to adapt and learn new skills when necessary Greeting patients and guests at KC CARE locations and providing friendly, helpful, check-in services Checking voicemail and returning patient calls Facilitating rescheduling of patient appts when provider's clinic is cancelled clinic cancellation Ensuring strict confidentiality, adhering to established HIPAA guidelines and regulations as well as clinic policies and procedures Assisting the overall customer service team as neededincluding being called to cover at different locations, or by fielding patient calls Communicating proactively with medical staff to ensure smooth clinic operations Acting as patient and provider relations representative by answering patient inquiries Organizing and managing information by creating collections, folders, and lists that can be easily accessed for reference Assurance that all forms at the front desk are stocked, legible and kept current Minimum requirements include: High school degree or equivalent 1 year of customer service experience Commitment to excellent customer service Ability to read, write, and communicate clearly in Spanish and English. Preferred requirements include: 1 year of medical or dental reception experience Some college coursework Working conditions and demands include: General working conditions are in a healthcare facility. As such, there is a potential exposure to virus, disease, and infection from patients while performing the duties of this job. May experience traumatic situations including psychiatric traumatized and deceased patients. Travel may be expected to community meetings, client homes, or other agencies. While performing duties of this job, employees are regularly required to set, walk, and stand; talk and hear; both in person and by telephone; use hands repetitively to finger, handle, feel, or operate standard office or clinical equipment; reach with hands and arms; and occasionally lift up to 20 pounds. While performing the duties of this job, employees are regularly required to use written and oral communication skills; read, analyze, and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with others outside of their department.