Alliance Medical Group Job Description Title Customer Service Agent Department(s) Call Center Reports to Call Center Manager
Job Summary The Customer Service Agent is responsible for answering a multi-line telephone, triaging calls, scheduling appointments, and taking messages. The Customer Service Agent serves as a liaison between the caller and medical support or other staff to facilitate the smooth running of the healthcare environment and promote the delivery of quality patient care.
Duties and Responsibilities:
• Answers multi-line telephone promptly, and in a polite and professional manner. • Schedules patient appointments correctly, being certain to review appointment date, time, location, and provider name with caller. • Informs caller of items to bring to appointment. • Reminds caller of cancellation/no-show policy and to arrive at appointment 15-30 minutes early for paperwork completion. • Obtains accurate, pertinent patient demographic information and updates in computer system as necessary. • Provides a patient-focused service and a positive impression of the organization to patients or other individuals who call into the call center by answering questions, transferring calls to the appropriate person/departments, and taking thorough messages. • Uses sound judgment in handling calls, especially with upset patients, understanding when to escalate call to physicians/manager/triage nurse. • Contacts patients as required to confirm, cancel, or re-schedule appointments. • Mails necessary forms to new patients for completion prior to appointment. • Maintains operations by following and remaining updated and current on the electronic health record and appointment scheduling systems and office policies and procedures. • Maintains patient privacy by keeping all patient information confidential. • Performs automated functions that fall within job responsibility.
Knowledge, Abilities:
• Strong phone and computer skills with working knowledge of practice-based medical office processes and procedures. • Must have a pleasant phone manner and superb communication skills (verbal and written). • Ability to work well in a fast-paced environment. • Knowledge of insurance guidelines. • Knowledge of medical information and electronic medical records/systems. • Ability to organize and prioritize work as required. • Ability to adjust to changes.
Minimum Requirements:
• High school diploma or GED required. • At least one year of current call center or multi-line/automated system experience, preferably in a medical office setting.
Environmental and Working Conditions:
Work is performed in an office environment and involves frequent contact with staff at times.
Physical and Mental Demands:
Requires prolonged sitting, some standing, bending, stooping, and stretching. Requires corrected vision and hearing to normal acuity. Requires eye-hand coordination and manual dexterity sufficient to operate a telephone, keyboard, photocopier, and other office equipment.
Introduction This assessment documents the physical demands and essential job functions of the Customer Service Representative position.
Physical Job Description The Customer Service Representative will work simultaneously on the telephone and computer constantly throughout the day. A telephone headset is worn and keyboard and mouse use is frequent throughout the day. Information presented verbally and on the computer screen is processed. In the performance of work tasks the employee is regularly required to sit; use hands to finger, handle, and/or feel; and talk and/or hear and see. The employee is also occasionally required to stand and/or walk.
Operational Overview The Customer Service Representative is responsible for the following job tasks.
• Handling all incoming calls from patients, insurance carriers, etc. with billing questions • Coordinating resolution of billing problems or errors with team members • Escalating higher-level complaints to customer service supervisor • Documenting all calls in patient accounts • Following through on resolution of patient accounts and ensuring resolution has occurred • Guiding workers comp / third-party claims and following through to resolution • Responding to written correspondence • Assisting with insurance refund requests from insurance carriers for clients • Assisting with credit balance reports for clients
Work Hours/Shifts Shift duration is 8 hours.
Working Environment The work is performed indoors, and inside the office. The building is climate-controlled. The flooring presents little rolling resistance to any push/pull tasks.
Tools, Equipment, Work Aids Customer Service Representatives follow a standard dress code. All computer work is done at seated workstation. A computer keyboard, mouse, monitor, and telephone headset are used constantly.
Physical Demands Analysis
Mobility Activity Duration • Sitting: 90% of the time • Standing: 10% of the time • Walking: 10% of the time • Running: 0% of the time • Climbing: 0% of the time • Bending/Stooping: 10% of the time • Crouching: 10% of the time • Kneeling: 10% of the time • Crawling: 0% of the time • Twisting: 10% of the time • Balancing: 10% of the time
Strength Activity Duration • Lift 0-10 lbs: 10% of the time • Lift 11-20 lbs: 5% of the time • Lift 21-50 lbs: 0% of the time • Lift 50 lbs: 0% of the time • Carry 0-10 lbs: 10% of the time • Carry 11-20 lbs: 5% of the time • Carry 21-50 lbs: 0% of the time • Carry 50 lbs: 0% of the time • Pushing 0-10 lbs: 10% of the time • Pushing 11-20 lbs: 5% of the time • Pushing 21-50 lbs: 0% of the time • Pulling: 10% of the time
Upper Extremity Postural Activity • Reaching above shoulder: 5% of the time • Reaching to side: 5% of the time • Wrist Movements: 10% of the time • Keyboard/mouse use: 10% of the time • Finger Movement: 10% of the time • Striking Hand: 0% of the time • Throwing: 0% of the time
Sensory/Perceptual Activity Duration • Talking/Speech: 10% of the time • Hearing/Listening: 10% of the time • Seeing/Vision: 10% of the time • Viewing computer monitor, paperwork: 10% of the time • Reading: 5% of the time • Writing: 5% of the time • Keying/Mousing: 10% of the time
Work Environment Activity Duration • Inside Work: 10% of the time • Outside Work: 0% of the time • Hot: 0% of the time • Cold: 0% of the time • Humid: 0% of the time • Dry: 0% of the time • Dust: 0% of the time • Moving Objects: 0% of the time • Hazardous Machines: 0% of the time • Electrical: 0% of the time • Sharp Tools: 0% of the time
Conditions of Work Activity Duration • Traveling: 0% of the time • Work Alone: 0% of the time • Work Independent but in a Group: 10% of the time • Deadline Pressures: 5% of the time • Interact with Public on the telephone: 5% of the time • Operate Equipment /Machinery: 10% of the time
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Additional Information Job code: Generic title Customer Service Agent Pay Band: NEX Level 3 Management? (Yes/No) No E/NE status: Non exempt Last revised: 07/2018 1.0 Introduction 2.0 Physical Job Description 3.0 Operational Overview 3.1 Work Hours/Shifts 3.2 Working Environment 3.3 Tools, Equipment, Work Aids 4.0 Physical Demands Analysis Table 1: Mobility Activity Duration Table 2: Strength Activity Duration Table 3: Upper Extremity Postural Activity Table 4: Sensory/Perceptual Activity Duration Table 5: Work Environment Activity Duration Table 6: Conditions of Work Activity Duration
Completed with: Mr. Felix Crux, CSR