Customer Service Representative 2

Job Summary/Basic Function:

To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

This position will be scheduled to work four, ten-hour shifts per week.

Level Scope:

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Essential Functions:

90% of the time the Customer Service Representative must:
The CSR plays a pivotal role in delivering a positive check in/ check out experience, and addressing the needs and concerns for our internal and external customers.

• Create a positive, welcome and inviting experience for our patients.
• Adhere to scheduling rules to set appointments with appropriate provider based on symptoms and chief complaints presented by the customer.
• Input accurate registration information into our Electronic Practice Management (EPM) system to allow our clinical teams to provide effective care.
• Send internal communications in our Electronic Medical Record (EMR) system to our clinical and billing teams.
• Ensure the appropriate consent forms are on file to comply with HIPAA regulations and support clinic billing practices.
• Use a multi line phone system to answer calls; which may require transferring the call to another team or department on campus.
• Send or respond to emails in a clear and professional manner while complying with HIPAA regulations.
• Collect, maintain, and use Protected Health Information (PHI) in a HIPAA complaint manner.
• Invoice customer charges, and collect funds for services (co-payments, co-insurance, medications, etc.).
• Invoice service charges and perform end of day activities for the daily deposit.
• Perform other duties as assigned.

10% of the time the Customer Service Representative may:
This position may also back up the Technical Records Specialist in the maintenance, approval and denial of medical record requests to ensure all requests are within HIPAA guidelines.

Medical Records Maintenance and Documentation duties:

• Review, approve/deny and process release of information requests for medical records.
• Scan and index paper records into an Electronic Medical Record system.
• Ensure complete documentation of medical records and disposition.
• Act within FERPA/HIPAA requirements.
• Facilitate medical record release to law enforcement in collaboration with the HIPAA Privacy Officer and university legal team as needed.
• Research and review applicable federal and state regulations regarding medical records and patient’s HIPAA privacy rights, adjust processes and train staff as applicable.
• Manage and publish provider schedules to ensure clinic coverage for urgent care services and scheduled appointments.
• Manage staff schedules to include vacation coverage, illness or other unforeseen staffing issues to ensure uninterrupted clinic operations and customer care.

Knowledge, Skills, Abilities:

• Pleasant and positive demeanor with a commitment to exceptional customer service.
• Ability to communicate in a verbal and non-verbal manner that is friendly and welcoming.
• Professional communication skills in all platforms: phone, email, or in-person.
• Possess strong attention to detail and recall to accommodate changes to workflow, processes or technology.
• Strong ability to multitask and manage multiple priorities simultaneously.
• Knowledge of medical terminology, HIPAA privacy and security regulations, and health insurance billing practices.
• Computer technology skills including the ability to competently navigate a billing and health record system, and intermediate keyboard skills of at least 40 WPM. 

Minimum Qualifications:

Some knowledge of: interviewing methods.

Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Preferred Qualifications:

• Associates degree or higher from an accredited institution OR an equivalent combination of appropriate training and experience.
• One or more years of experience in a customer service setting with previous e