Contact Center Representative

POSITION SUMMARY

The Customer Service Representative is the first point of contact for patients-they 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 specializations-Customer 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

• 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 provider's 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.
• Answers the telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.).
• Verifies upcoming schedules to ensure changes have been made to scheduled clinics.
• Ensures patient feedback is communicated to management or the appropriate party.
• Checks voicemail and returns patient calls.

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.

Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments, and location may be changed at any time, as required by business necessity.