Customer Service Representative

DescriptionPOSITION SUMMARY:
The Customer Service Representative is a vital member of the KCHC team, responsible for being the initial point of contact with our clinic, an advocate for patients, and an ambassador for KCHC. The CSRs assist with all aspects of registration and scheduling, including but not limited to: taking payments, answering phone calls, and sending electronic communication to staff - all in a fast-paced office setting.

ESSENTIAL JOB FUNCTIONS FOR CSR:
Acts as a member of the KCHC Healthcare Team in the provision of health services to individuals, families, and/or their communities. Works collaboratively with patients and their caregivers—to the extent preferred by each patient—as well as with other members of the KCHC Healthcare Team to accomplish shared goals within and across settings to achieve coordinated, high-quality care.

1. Engages with patients and visitors offering a safe and welcoming environment, while effectively answering questions and concerns.
2. Ensures that every initial patient and visitor interaction is addressed in a timely and professional manner. Engages with all, hosting a safe and welcoming environment, while anticipating concerns and effectively answering questions.
3. Maintains the confidentiality of patient interactions and health information at all times, and consistently follows established standards, policies and procedures.
4. Answers phones in a prompt, courteous and professional manner, taking messages and directing calls as appropriate.
5. Registers patients and ensures patient information is current and accurate at each interaction.
6. Accurately schedules patients for appointments based on available office hours and provider work schedules.
7. Completes check-in and check-out process with attention to detail.
8. Collects copays, sliding scale payments, and all self-pay balances on patient accounts.
9. Responsible for reconciling the cash drawer each day. Communicates with the Finance Specialist any needs they may have
10. Directs all inquiries for clinical assistance to the appropriate clinical staff.
11. Reviews the DAR for accuracy. This includes ensuring Patient Messages, PCP, and MyChart status are up-to-date and that appt information is accurate (appt type, length, provider etc.)
12. Completes tasks from Billing Services as needed.
13. Completes data entry and forms for Alaska Breast & Cervical (ABC), Workers’ Comp and Fisherman’s Fund, as assigned.
14. Reviews patient accounts daily; verifies patient insurance prior to appointment.
15. Offers Sliding Fee Discount Program Application to all patients and accepts completed applications.
16. Follows written standard operating procedures (SOP) for Customer Service Representative.
17. Performs other related duties, as assigned, that support the overall mission and vision of Kodiak Community Health Center.

 

Qualifications

Essential Job Qualifications:

Education: Business and/or medical background preferred.

Experience: One to three years previous business office, health insurance or medical office experience preferred. Must possess excellent Customer Service skills and demonstrate caring and compassionate behaviors.

Licensure/Certification: None

Other Qualifications:

Communication:

• Ability to effectively communicate, verbally and in writing, with all levels of staff personnel.

Collaboration:

• Team-oriented and able to work collaboratively with staff.

• Strong problem-solving and time-management skills.

• Ability to work independently in a fast-paced, medical office environment with frequent interruptions, public contact, and occasional crisis situations.

• Ability to maintain strict confidentiality with sensitive medical information and foster an ethical work environment.

• Ability and willingness to carry out responsibilities in accordance with the organization's policies and applicable laws.

Cultural Competence:

• Demonstrates complete understanding and responds effectively with sensitivity to special populations served by KCHC. Special populations include, but are not limited to, those defined by race, ethnicity, language, age, sex, sexual orientation, economic standing, disability status, migrant, homeless, seasonal workers, and the uninsured.

Attendance: Regular attendance and punctuality is expected and required.

English Language: Must be able to read, write, and speak English.