Customer Services - Patient Relations
This position coordinates and processes inbound and outbound calls and tasks for several facilities and the community.
Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & community calls, emails and other correspondence.
ESSENTIAL FUNCTIONS: Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller
requests in a professional, confidential and courteous manner.
Follows written and computer based procedures to ensure that calls are processed according to individual facility guidelines.
Maintains accurate and timely information provided by internal departments for physician referrals and class/event schedules. Includes entry of information in to database as well as
upkeep. Maintains accurate documentation related to this work.
Uses the computer and telephone to access information for a designated group of facilities, processing calls, referrals and scheduling for patients, staff, and the community at large.
Locates database information quickly and process calls accurately utilizing computer based software, web-based and database information, patient databases, organization’s intranet, and other available resources.
Completes scheduling and physician Referral functionality for internal and external contacts. Follows detailed instructions established by each educator or department and shows initiative and problem solving skills when handling difficult or challenging situations. Maintains accurate documentation in electronic database and written records as set forth by each educator or department.
As assigned, process payments and ensure security and confidentiality of electronic credit card payments, adjustments, correspondence, refunds, in an accurate and timely manner, meeting goals in work quality and productivity. Coordinates with other staff members and department staff as necessary ensure correct processing. May perform other office and clerical support work including, but not limited to, making copies, sending faxes communication with patients and Health staff and/or other routine responsibilities.
Maintains and organizes class and event schedule as well as physician profiles within a database, paperwork and/or documentation and ensures the confidentiality of those items.
Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers with an
excellent service experience by consistently demonstrating our core and leader behaviors each and every day.