Customer Service Representative (CSR)

JOB TITLE: Customer Service Representative (CSR)
DEPARTMENT: Customer Service
STATUS: Full-time, Non-exempt
REPORTS TO: Customer Service Supervisor
DATE: January 2013

Position Summary

Responsible for providing effective customer service to patients, vendors, insurance companies and other medical facilities.  Position requires excellent telephone communication skills, and a high level of skill in entering data into the computer while talking with patients.

Duties and Responsibilities

  • Answering phones to respond to all inquiries made by patients, vendors, insurance companies and other medical facilities.  Must be able to handle 100-200 incoming calls per day.
  • Re-scheduling patient appointments as required via telephone calls and written notification to patients.
  • Screening and routing patient calls to other departments efficiently, insuring accurate registration, appointment scheduling and follow-up appointment scheduling in database.
  • Taking clear and accurate messages on behalf of other departments.
  • Responding to patient’s questions and needs by editing, canceling and re-scheduling appointment as necessary according to clinic protocols.
  • Reviewing physician schedules regularly to maximize capacity and verify correct scheduling.
  • Creating testing orders for patients and faxing or mailing as per patient request.
  • Faxing medical records to facilities authorized to receive patient information.
  • Maintains a good working relationship and effective communication both within the department and with other departments for the benefit of the patient.
  • Other duties as assigned.

Education and Experience

  • Minimum of a High School Diploma and 1 – 2 years of experience in customer service, or equivalent combination of education and experience.
  • Previous experience in a call center and/or medical practice desired

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