"Customer Service Representative"

Customer Service Representative

Title: Customer Service Representative

Location: Upper East Side

Org Unit: Call Center

Weekly Hours: 35.00

Exemption Status: Non-Exempt

Salary Range: $25.34 - $28.24
*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices

Position Summary
Under direct supervision, is responsible for ensuring the efficient and accurate management of incoming communications and the scheduling of patient appointments, utilizing established protocols and procedures.

Job Responsibilities

• Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
• 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.
• Coordinates calendars and schedules appointments and meetings. Prioritizes requests for meetings and coordinates the necessary arrangements for meetings.
• Answers incoming phone calls and inquiries. Routes calls and messages within the practice management system to appropriate staff.
• 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.
• Maintains general cleanliness and neatness of work areas.
• Ensures that facilities and equipment are in optimal and proper working condition. Coordinates preventative maintenance and repairs as needed. May perform minor repairs if qualified and as needed. May advise on upgrades for performance enhancements.

Education
High School Diploma

Experience
Approximately 2 years of experience in a customer service role

Knowledge, Skills and Abilities

• 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

Working Conditions/Physical Demands
Standard office work; Role will require long period of time in a sitting position