Customer Service Representative / Patient Scheduling

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Are you a dynamic communicator with a passion for providing exceptional Customer Service? We are seeking enthusiastic individuals to join our team as a Customer Service Representative/ Patient Scheduling in our call center. If you thrive in a fast-paced environment, enjoy helping customer, and possess excellent communication skills, we want to hear from you!
Vision
To ensure that every loved one receives the care they need when they need it.
Mission
To improve patient health and healthcare provider revenue/margin

We will achieve our Mission by…
Using patient data to individually identify, educate, and schedule patients for procedures that they need, but have not yet received.
Patient Access – Concierge Care Coordinator
Primarily responsible for working collaboratively with specific clients to schedule procedures for patients that have received a referral. This will include follow-up on referrals to obtain insurance verification, authorization, and no surprise billing (NSB) using the client’s existing systems. This role will also require contact with patients via text, phone calls, live chat, and email. Ensure KPIs and quality measures are achieved and meet or exceed client expectations.
Our work environment includes a modern office setting.

Job Title:Customer Service Representative/Patient Scheduling
Job Type: Offering Full and Part time permanent, onsite. Opportunity to work from home after probationary period.
Job location: 160 S. Stapley Drive, Suite 251, Mesa Arizona 85204
Required Hours: Monday to Friday: 7am- 4pm
Competitive Salary plus monthly bonus incentives

Responsibilities:

• Ability to effectively reach patients through multiple methods including (but not exclusive to) text, phone, live chat, and email.
• Schedule procedures timely and accurately
• Ability to effectively reach patients through multiple methods including (but not exclusive to) text, phone, live chat, and email.
• Schedule procedures timely and accurately
• Provide Global Customer Service – have a “smile in your voice.”
• Understand, meet, and exceed important key performance indicators.
• Ability to review data to determine operational impacts and needed actions; elevate issues, trends, improvement areas, and management opportunities.
• Strong attention to detail and accuracy, using problem-solving skills and analytical thinking.
• Provide Global Customer Service – have a “smile in your voice.”
• Understand, meet, and exceed important key performance indicators.
• Ability to review data to determine operational impacts and needed actions; elevate issues, trends, improvement areas, and management opportunities
• Strong attention to detail and accuracy, using problem-solving skills and analytical thinking.
• Verify patient identification on EPIC/guarantor via EPIC and Salesforce systems
• Confirmation of insurance and making all necessary changes in EPIC and Salesforce
• Schedule appointments in EPIC and document in Salesforce and or uploading required documents in EPIC
• Tasking accounts for scheduled appointments to have the authorization/referral obtained for the scheduled services
• Documenting reasons and statuses in EPIC and Salesforce for any information provided by patients such as declining of services
• Maintain thorough and accurate records of customer interactions
• Meet or exceed performance goals and quality standards
• Collaborate with team members to continuously improve processes and customer satisfaction

Preferred Qualifications /Experience
Must have experience with using EPIC EMR
One year of Healthcare Patient Access, Insurance Verification, Authorization, No Surprise Billing

Scheduling, or Revenue Cycle Management experience

• Prior knowledge, skills, and experience working in a contact center and leading a contact center team.
• Ability to handle a high volume of customer inquiries with a commitment to excellence and customer satisfaction.
• Excellent verbal and written communication skills
• Exceptional Customer Service skills are required.
• Conflict resolution skills
• Knowledge and experience using Microsoft Office (Word, Teams, Excel, PowerPoint, Outlook) products are required.
• Familiarity and experience using a customer contact through text, phone, auto dialer, and email.
• Familiarity with web-based systems and tools.
• Ability to work cooperatively and effectively to achieve goals and expectations.
• Ability to initiate and follow through on projects.
• Ability to work independently and prioritize tasks with minimal or no supervision.
• Strong attention to detail and accuracy
• Ability to understand and meet operational needs and special requests.

Benefits:

• Competitive salary and paid training
• Incentives and monthly contests: prizes, trips, rewards, employee appreciation and bonuses
• Staff BBQ and Company Events
• Free on-site parking
• Paid time off
• Referral program
• Ongoing training and career advancement opportunities

Seize the opportunity to advance your career in Customer Service!
Come join our team!
NOTE: FDR Alliance is an equal opportunity employer committed to diversity and inclusion within the workplace. Accordingly, FDR Alliance will provide accommodations throughout the recruitment, selection and/or assessment process or during employment to applicants with disabilities. If you require accommodation at any time throughout your recruitment, selection/assessment or employment thereafter, you should contact the HR department and advise. Subsequently, FDR Alliance shall make every reasonable effort to provide appropriate assistance.]

Benefits:

• Dental insurance
• On-the-job training
• Opportunities for advancement
• Paid time off
• Paid training
• Referral program
• Vision insurance

Experience:

• Healthcare Scheduling/Booking: 3 years (Required)
• EPIC Software
• AIR CALL and Salesforce

Job Types: Full-time, Part-time

Benefits:

• On-the-job training
• Opportunities for advancement
• Paid training
• Referral program

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Healthcare Scheduling/Booking: 3 years (Required)

Language:

• English fluently (Required)

Work Location: In person