The Customer Service Representative is responsible for delivering the best customer service possible to all incoming calls from patients. Patients are to be scheduled and appropriately directed to the practice they are calling for. The call center, which is located at our new beautiful corporate office is largely based on a positive team setting. Must be bilingual in English and either Spanish, Cantonese, Mandarin or Vietnamese.
Responsibilities & Duties
Consistently exhibits behavior and communication skills that demonstrate commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
Demonstrates knowledge of the complete operation of switchboards and follows opening and closing switchboard procedures according to site-specific policies.
Handles all phases of telephone communications, including scheduling in-office appointments, CX appointments, radiology tests and obtains test authorizations.
Routes all calls to appropriate departments and takes accurate and neat messages, and forwards them in a timely manner.
Handles all emergency calls appropriately according to site-specific policies.
Briefs Office Manager of all outstanding calls or information.
Maintains accurate directories of providers’ phone numbers.
Maintains accurate daily schedule and communicates as appropriate.
Maintains awareness of duties of each department in order to process calls efficiently.
Assists with checking-in and checking-out patients when needed.
Assists with prescription refills when needed.
Assists with room patients and taking vitals when needed.
Acts as translator as needed with patient visits and as requested by physicians.
Assists with entering information from Patient Information Form (PIF) to Athena system.
Requests patient records as needed for physicians.
Pages physicians with consults.
Reports urgently needed switchboard equipment repairs to Supervisor/Manager.
Adheres to safety policies and procedures at all times.
Uses, protects, and discloses patients’ protected health information according to HIPAA guidelines.
Perform other duties as assigned.
Bilingual (English and Chinese speaker)
1-2 Call Center Experience Preferred
Have proper phone etiquette
Strong communication (written and verbal) skills
High level of customer service skills
Knowledge of health systems and medical terminology
Ability to work independently with minimal supervision
Maintain professionalism during stressful situations
About inSite Health Care Management
inSite Digestive Health Care, the largest gastroenterology medical group in California, with over 50 highly respected and experienced gastroenterologists and allied health professionals, invites those seeking a calling: to help improve the lives of the people in our communities and to better the future of healthcare. Guided by ethical values and transparency, we are a group of innovative healthcare professionals steadfast in our goals to provide high patient satisfaction and we welcome talent from all parts of the country who are interested in joining our patient centered gastroenterology group.