Senior Customer Service Representative - Call Center (Bilingual) -

Description

COMPANY OVERVIEW

CentroMed is 501(c) (3) non-profit organization that provides healthcare for all populations is a primary care provider and Federally Qualified Health Center (FQHC) with multiple locations throughout San Antonio and the New Braunfels area. Over the past 50 years, CentroMed has changed lives while remaining dedicated to the mission and vision of being a premier healthcare provider in the community. Join our team of dedicated professionals in providing comprehensive care and quality customer service to our community.

Founded in 1971 by CEO and President Ernesto Gomez, PHD, CentroMed has grown from a community based program focused on providing culturally competent care for underserved populations, to a network of high quality healthcare clinics across San Antonio and New Braunfels providing full- service health and dental care to all populations, regardless of income limitations.

We are a mission focused organization that wants to be the heart of our communities. We invite you to visit CentroMed and discover how we can be your medical home.

MISSION

We improve lives through improving the well-being of families through high quality, compassionate health care.

CORE VALUES

RESPECT We treat all persons with dignity and compassion

INTEGRITY We build trust through honesty, word and deed

EXCELLENCE We use best practices to deliver exceptional quality care

AFFORDABILITY We manage resources to provide affordable health care

TEAMWORK We work together as a team in the interest of patient care

JOB SUMMARY:

The Senior Customer Service Representative serves as the primary source of contact for patients at Centro del Barrio clinics and as such is responsible for welcoming patients into the system and ensuring they have positive experiences.  

DUTIES AND RESPONSIBILITIES:

· Develop and implement standardized training  module(s) for appointment line staff.

· Provide ongoing training and supervision of appointment line staff. 

· Responsible for scheduling, rescheduling and cancelling all patient appointments

· Will answer general questions from callers or transfer calls as appropriate and make appointment reminders phone calls to   patients

· Develop and report metrics that measure the  effectiveness of appointment line activities.

Provide timely and effective coaching and areas  for improvement with appointment line staff.

Perform quality assurance checks on staff to  ensure they are meeting department standards. 

• Demonstrate ability to provide excellent  customer service to all callers including, whenever possible, “first call resolution.”
• Complete all calls as efficiently as possible,  while still providing excellent customer service, to maximize the number  of calls the Navigation Center can handle and to provide a high service level to all callers.
• Demonstrate proficiency in looking up patient  accounts and encounters in the practice management system, using a  variety of fields including but not limited to name, birth date, social  security number, and account number.
• Demonstrate proficiency in scheduling,  rescheduling, and cancelling appointments in the practice management  system based on patient or clinic needs.
• Demonstrate a strong ability to schedule patient appointments according to established protocols by service line        (medical, obstetrics, dental, and behavioral health) and by provider.
• Answer telephones using script, identifying  self and name of clinic.
• Demonstrate a basic understanding of insurance  (especially Medicaid and CHIP) and eligibility programs.
• Make appointment reminder calls to patients (if  an automated system is not making the calls), and follow up on calls        where the automated system is unable to contact the patient.
• Delivers courteous customer service; and exhibits good telephone skills.
• Follows up on no shows and reschedules appointments as needed.
• Maintain excellent attire to include uniform  and name tag
• Assist clinical teams in patient assessment via observation, and notifies clinician in the event of an emergency.
• Abide by policies and procedures set forth by CentroMed
• Participate in the agency’s Quality Improvement  Program.
• Ensure the protection and   security of all personal, confidential and identifiable information in a   professional and responsible manner and carry out all measures to prevent   from unauthorized disclosur