BASIC FUNCTION:
Under the supervision of the Patient Care Supervisor and Medical Director, the Customer Service Representative ensures that patients are informed, updated, and assisted, when necessary. This includes determining patients needs by listening to their concerns and making sure those needs are met by liaising with medical staff.
SUPERVISORY ACCOUNTABILITY:
Involves no responsibility or authority for the direction of others.
NATURE AND SCOPE:
External contacts include a variety of third party payers, medical organizations, patients and other healthcare personnel.
PRINCIPAL ACCOUNTABILITIES:
- Greets and directs patients for appointments and general information utilizing excellent and effective customer service skills.
- Ensures adherence to Howard University/Hospital policies, procedures and standard systems.
- Answers telephones, screens calls as directed, takes messages and schedules appointments utilizing the electronic scheduling system. Also, confirms appointments and provides patient instructions verbally or in writing in order to prepare for appointments.
- Checks main phone line voicemail throughout shift and returns or passes on calls as necessary.
- Ensures that patients are handled consistently and schedule for appointments in a manner that recognizes the urgency of their needs and complaints.
- Implements effective front office business processes that will result in improved financial performance and will preserve or improve current customer service levels. These processes include but are not limited to point of service patient registration into the electronic medical record system, insurance verification and pre-authorizations prior to patient visits.
- Obtains patients’ addresses, contact details, insurance information. Updates and verifies this information at every visit.
- Assists patients in filling out medical history forms, consent forms, and payment contract forms when necessary.
- Processes cash and credit card payments. Reviews patient accounts, identifies delinquent accounts and collects overdue payments. Works with patients and the billing department on unpaid balances from previous visits prior to scheduling.
- Answers, investigates, and/or directs patient inquiries or complaints to the appropriate medical staff member. Follows up with patients to ensure their inquiry or complaint has been satisfactorily resolved.
- Works with immediate supervisor to assists the grant staff in coordinating administrative procedures, maintaining timelines, developing reports, and preparing confidential correspondences for routine preliminary grant analyses.
- Compiles front-office data and inputs information into a variety of computer software packages including Word, Excel, and relational databases.
- Performs administrative and clerical duties, such as filing paperwork when necessary, and other duties as assigned.
CORE COMPETENCIES:
Knowledge of the activities of the department/division in order to perform necessary clerical functions and requirements of the organization including knowledge of third party payers.
Ability to effectively present information in one-on-one and small group situations.
Ability to apply common sense understanding in order to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in situations with limited standardization.
Ability to operate a computer, photocopier and other standard office equipment.
Ability to sort and file materials correctly by alphabetic or numeric systems.
Ability to establish and maintain effective working relationships with patients, employees, and the public.
Ability to communicate English orally and in writing with people from various educational levels and backgrounds as well as ability to speak clearly and concisely.
Ability to plan, organize, coordinate and prioritize work in situations where demands of a diverse nature are involved.
MINIMUM REQUIREMENTS:
High School diploma or GED and 1-3 years of general work experience. AA/AS may be substituted for 4 years of required work experience. BA/BS may be substituted for up to 4 years work experience.
Note: This position description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The university has the right to revise this position description at any time. This position description is not be construed as a contract for employment.
CERTIFICATIONS:
None required. CRP or BLS/AED preferred.
Job Type: Part-time
Pay: $22.00 - $25.00 per hour
Expected hours: 25 – 30 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
Shift:
- 4 hour shift
- Rotating shift
Weekly day range:
Work setting:
Education:
Ability to Commute:
- Washington, DC 20001 (Preferred)
Ability to Relocate:
- Washington, DC 20001: Relocate before starting work (Required)
Work Location: In person