Customer Service Representative

POSITION SUMMARY The Customer Service Representative is the first point of contact for patientsthey schedule appointments, greet, register, and assist patients.
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.Customer Service Representatives have two specializationsCustomer Service Representative: Front Office, and Customer Service Representative: Contact Center.
KC CARE CULTURE CODE 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 All Customer Service Representatives, regardless of specialization have the following essential duties and responsibilities: Provides friendly and helpful customer service to patients.Schedules patients or suggests other resources if the Health Center is unable to meet the patient/client need.Registers new patients in the electronic health record and ensures all required information and forms are complete.
Provides financial counseling to patients, working closely with the billing department including explaining the sliding fee scale application, setting up payment plans, counseling on insurance benefits, etc.Updates scheduling system regarding appointment changes, patient information/demographic changes, etc.Facilitates rescheduling of patient appointments when providers clinic is cancelled.
Ensures strict confidentiality, adhering to established HIPAA guidelines and regulations and clinic policies and procedures.Communicates proactively with medical staff to ensure smooth clinic operations and/or to meet patient needs.Assures all forms at the front desk are stocked, legible and kept current.Performs routine chart audits to ensure accurate and complete patient records.Manages the waiting room area to ensure all patients have been assisted.Assists the overall customer service team as needed including being called to cover at different locations, or by fielding patient calls.
Assists with walk-in clinics and partners with clinical staff to work with patients who have urgent needs.
Assists patients who walk in with questions or needs by contacting additional KC CARE staff or referring to outside resources.
Collects patient payments for services and verifies deposits.
MINIMUM REQUIREMENTS High school degree or equivalent.One year of customer service experience.Ability to read, write, and communicate clearly in English.Commitment to excellent customer service.
PREFERRED REQUIREMENTS One year of medical or dental reception experience.
Some college coursework.
Bilingual in English and Spanish.
WORKING CONDITIONS AND DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions 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.
Physical Demands 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.
Mental Demands 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.