Purpose: The Customer Service Representative (CSR) is responsible for a variety of office tasks necessary to provide medical services at WWFHC. These tasks include, but are not limited to: appointment scheduling, patient intake, fee calculation and collection, electronic and manual filing, accurate chart preparation and updating, maintaining and balancing a cash drawer, insurance enrollment and verification, applying appropriate codes, checking out patients, answering phone calls, and other duties as assigned by supervisor.
PART I: ESSENTIAL POSITION FUNCTION AND DUTIES
- Required to be in their assigned work area at all times except for designated breaks or lunch.
- Welcomes and greets guests in a timely fashion and notifies the appropriate staff of the guest’s request.
- Welcomes and greets patients, completes the check-in and intake process in a timely matter.
- Must monitor lobby area a minimum of every 30 minutes to ensure all visitors have been served.
- Answer telephone calls in a timely and professional manner and complete the caller’s request and if unable to do so, find someone who is able to do so.
- Answer patient questions and address complaints, and when necessary request supervisory or management support.
- Daily and constant monitoring that all providers’ schedules meet required protocols. Correct errors as needed.
- Schedule and/or reschedule all appointments in conjunction with approved protocol for calls and walk-ins.
- Make patient calls for range of purposes, including but not limited to confirmation of appointment, no-show appointment, change of insurance status, and reminder calls.
- Register new patients with thorough and complete entries of all demographic, insurance/income assessment information.
- Update current patient accounts with change of address, phone number, demographics, insurance/PCP/location, sliding fee info, Consent for Care form, patient portal, pharmacy, and reason for visit.
- Verifies patient’s insurance and assigns sliding fee designation where appropriate.
- Distributes required forms such as PHQ-9 adults, ASQ children, survey to patients, physical, PHQ-9 Adolescent, and any others as designated.
- Provide assistance in completing applications for insurance coverage (Healthy Michigan Plan or Marketplace), food assistance, and changing Primary Care Providers.
- Follow up on HMP or Marketplace applications submitted or in process.
- Processes cash, checks and/ or credit card payments in-person and over the phone.
- Reconcile payments daily, run end of the day report and balances cash drawer. (Deposit payments in safe daily)
- Work on daily task sheet to be used as verification and measure of volume of tasks completed per day.
- Performs all clerical duties to support the clinic’s daily operations
- Must check emails daily at least 3 times a day (morning, noon, and afternoon) and reply as appropriate.
- Maintains workstation and front desk area organized at all times. Ensure lobby is presentable at all times.
- Responsible for maintaining all front desk forms adequately stocked at all times. These must be legible and current.
- Monitor office supplies inventory and request replenish as needed.
- Receive mail, packages etc. and distribute them.
- Performs other duties as assigned.
PART III: EDUCATION, EXPERIENCE
- High School Diploma or equivalent.
- One (1) year experience in a clinic or medical office, preferred.
- One (1) year experience working with an electronic medical record system, preferred.
PART IV: KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of general medical language and procedures.
- Knowledge of multiple insurance plans and government programs.
- Experience with widely used computer software i.e., Microsoft Office, Outlook and healthcare software.
- Skilled at providing excellent and focused customer service.
- Capable of working in a complex work environment, without requiring constant supervision.
- Ability to maintain confidentiality at all times and maintain organizationally appropriate relationships.
- Knowledge of organization policies and procedures.
- Skilled in exercising initiative, appropriate judgment, problem-solving and decision making.
- Skilled in developing and maintaining effective relationships with patients and customers.
Benefits:
Medical
Dental
Vision
STD
LTD
Flexible Spending Account
403B Retirement Savings
Lifestyle and quality of life uniqueness (M-F)
Practice focuses on delivery of quality care (Federally Qualified Health Centers)
Competitive Compensation Package
Work Remotely
Job Type: Full-time
Pay: $15.00 - $16.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Disability insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Inkster, MI 48141: Reliably commute or planning to relocate before starting work (Preferred)
Education:
- High school or equivalent (Preferred)
Experience:
- Call center: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Work Location: In person