"Customer Service Representative II"

Under direct supervision and within a call center environment, is responsible for ensuring the efficient and accurate management of incoming communications and the scheduling of patient appointments, utilizing established protocols and procedures. This role also assists with training of junior staff.

• Manages inbound and outbound phone calls and inquiries. Routes calls and messages within the practice management system to appropriate staff.
• Responsible for triaging calls for various sub-specialties/modalities, requiring proficiency in each.
• Adheres to 'scripts' and protocols for responding to requests and questions. Exercises some independent judgment when dealing with patients and unusual or special requests; escalates complex or difficult situations.
• Schedules and/or reschedules patient appointments within the practice management system(s).
• Collects new patient records as applicable.
• Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
• Maintains clinicians' administrative and/or clinical/surgical schedules/calendars as needed.
• If applicable, ensures that patients provide any pre-visit documentation, pre-certifications or authorizations for medical services as needed, and/or a referral, if required.
• May provide coverage to other administrative patient-facing roles as needed.
• Manages patient chart process to ensure that information is inputted and scanned properly.
• Assists with special projects as assigned.
• Assists with the training of new staff members as needed.

Education: High School Diploma. Experience: Approximately 2 years of experience in a customer service role. Knowledge, Skills and Abilities: Must possess outstanding customer service skills. Compassionate, courteous, and helpful phone manner. Must be able to maintain a tactful demeanor while handling a continuous stream of high volume phone inquiries. Excellent communication skills (both verbal and written). Demonstrated organizational skills; capable of working independently and as a team member. Must demonstrate a high level of proficiency in speaking, reading, writing, and comprehending English.