Customer Service Specialist

Midwest Spine & Brain Institute, LLC is looking for a dedicated Customer Service Specialist to be the welcoming face and voice of our team.

You will serve as the crucial first point of contact for our patients. You will play a key role in our daily clinic processes by managing the front desk, coordinating scheduling, and ensuring smooth daily clinic operations.

Key Responsibilities

• Greeting patients warmly, verify patient eligibility, and update demographic and insurance information in the Electronic Health Records (EHR) system.
• Maintaining a clean and orderly workspace, lobby & refreshment area.
• Schedule, reschedule, or cancel patient appointments efficiently.
• Provide patients with information regarding what to expect at their visit.
• Answer phone calls promptly, responding to patient messages, and screen or route inquiries to the appropriate clinical or billing staff.

Maintain strict adherence to HIPAA privacy regulations to ensure patient confidentiality.

• Collaborate with team members and other departments to provide the best possible care to our patients and their families.

Qualification:

• Knowledge of organizational policies, regulations, and procedures to successfully promote the organization.
• Knowledge of common safety hazards and precautions, and use of personal protective equipment to establish a safe work environment.
• Skill in identifying problems and researching and recommending solutions.
• Ability to react calmly and effectively in stressful or emergency situations and communicate clearly.
• Expertise and appropriate skill set in establishing and maintaining effective working relationships with patients, medical staff, and other customers.
• Ability to understand, adapt and apply guidelines and procedures.
• Requires providing ideas and participating in the implementation of such ideas to improve quality and/or patient satisfaction, reduce costs or improve employee work life.

Work Style:

• Integrity. Honest and ethical behavior in all actions.
• Independence. Ability to work from a variety of locations with little supervision and the ability to get things done autonomously.
• Social Orientation. Ability to connect with others on the job. Ability to work with customers in a kind and professional manner.
• Concern for Others. Sensitivity to the needs of others.
• Adaptability/Flexibility. Open to change and variety of workload.
• Attention to Detail. Thorough and complete in activities and follow-up to determine successful tasks to repeat and others to change or remove.
• Dependability. Reliable, responsible, and dependable in fulfilling obligations of the job and interaction with others.
• Self-Control. Ability to maintain composure, keep emotions in check, even in difficult situations.
• Stress Tolerance. Ability to accept criticism to improve performance.
• Cooperation. Pleasant attitude with others.

Work environment

• Ability to drive own motor vehicle for visits to various sites
• Requires consistently good attendance.
• Requires ability to work successfully under supervision, with co-workers, providers, other professionals as well as community members.

Physical demands

• Work may require sitting, standing, and walking for extensive periods of time.
• Occasionally lifts and carries items weighing up to 15-20 pounds.

Travel required

• Flexibility required based on clinic needs.

Required education and experience

• High school diploma or GED certificate
• 2+ years customer service experience in a specialty clinic preferred
• EPIC experience required.

Affirmative Action/EEO statement

Midwest Spine & Brain Institute (MSBI) is an equal employment and affirmative action employer. MSBI does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity, creed, status with respect to public assistance, or other protected class status.