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Skills
Check Processingunmatched
Consultingunmatched
Cross-Functionalunmatched
Customer Satisfactionunmatched
Customer Service Evaluationunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Data Entryunmatched
Electronic Medical Recordsunmatched
Follow Throughunmatched
Hospitalunmatched
Insuranceunmatched
Maintain Complianceunmatched
Multilingualunmatched
Order Deliveryunmatched
Order Suppliesunmatched
Orthopedicsunmatched
Payment Processingunmatched
Performance Managementunmatched
Reconciliationunmatched
Regulationsunmatched
Research Skillsunmatched
Service Deliveryunmatched
Staff Trainingunmatched
Telephone Skillsunmatched
Track Customer Issuesunmatched
User Interface/Experience (UI/UX)unmatched
Description
Under general supervision, performs intermediate-level customer service functions, including assistance with the customer satisfaction program, complaint processing, check-in and registration, performance improvement activities, and payment processing.
Duties & Responsibilities
Reception, Scheduling and Information Services:
Accepts, screens and routes incoming calls. Makes appointments in person and by telephone. Consults with related departments in order to coordinate efficient and expedient access to services.
Provides accurate information related to Department and Medical Center services and functions to patients, visitors and staff. Responds to more complex inquiries related to scope of services available, policies and procedures for patients, visitors and staff.
Collects and verifies customer information, in the electronic medical record, in order to expedite delivery of services.
Customer Satisfaction and Complaint Processing:
Assists with orientation and ongoing training of staff in customer service.
Responds to complex complaints received at the departmental level and routes them appropriately.
Conducts primary research of complaints received.
Produces/formats correspondence for follow-through/tracking of complaints received.
Greets, assists and directs patients, visitors, and staff. Conducts assessment of customer service needs and makes arrangements to ensure needs are met.
Collect customer payment and process. Reconciles payments, notifies management of discrepancies.
Data Entry:
Verifies, inputs, retrieves and/or reconciles data (e.g. registration, insurance, charges, etc.) using automated and manual systems.
Runs basic reports to verify/reconcile data
Performance Improvement:
Reviews and evaluates primary performance data.
Participates on departmental and/or interdepartmental customer satisfaction teams as required.
Other:
Inventories and orders supplies.
Assists with projects.
Monitors compliance to Departmental, Hospital and regulatory standards.
Assists other staff with support.
Adheres to and the Medical Center's Code of Conduct and remains in compliance with all required trainings.
Perform other related duties and participate in special projects as assigned.