Customer Service Specialist - Lab/Radiology

Overview of the Position:

The Customer Service Specialist (CSS) plays a key role in managing various project initiatives. The primary responsibility of the CSS is to contact patients who have not kept up with their care, offering support in scheduling their appointments. The CSS may also assist with other departmental tasks as necessary, contributing to the overall efficiency of the team.

Education and Experience:

· High school diploma (or GED) or equivalent required

· Possess the ability to collaborate with patients, clinical, non-clinical staff and providers from a variety of backgrounds and lifestyles while maintaining a non-judgmental attitude.

· Must be a team player.

· Must have the ability to multi-task.

· Possess excellent customer service skills and is well organized.

· Ability to work in a high-pressure environment.

· Previous office /call center/ customer service experience is preferred.

· Must possess the ability to multitask in a fast-paced office setting, valid driver’s license and be able to be flexible with his/her work schedule.

Required Skills / Abilities:

· Maintain current / general medical knowledge.

· Prior to performing job related activities in this position, one must understand company and program policies and procedures as well as be aware of HopeHealth’s mission, vision and values.

· Ability to communicate effectively utilizing both oral and written means.

· Must possess a current driver’s license and reliable transportation.

· Ability to be flexible with his/her work schedule.

· The ability to take initiative and manage various tasks simultaneously while working efficiently, effectively, and independently.

· Knowledge of policies, standards, regulations, and protocols.

· Proficient with Microsoft Office Suite specifically Excel, Word, Access and Power Point.

· Knowledge of databases i.e. EMR (Electronic Medical Record) system. Experience with eCW (eClinical Works) preferred.

Essential Job Functions:

These functions will be performed during registration, check in and check out for the Labatory and Radiology services and will be the responsibility of the incumbent working with the provider, clinical staff and non-clinical staff to ensure excellence in service for the patient.

· Greeting customers in a courteous, friendly, and professional manner using procedures learned during new-hire training.

· Listen attentively to customer needs and concerns; demonstrate empathy.

· Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

· Work with current software to schedule patient appointments as requested.

· Follow Provider templates for scheduling appointments.

· Ensures all patient demographic information included with each appointment and patient appointments are verified by using two identifiers to include name and date of birth.

· Registration for Laboratory and Radiology using multiple software platforms.

· Print physician’s orders as needed.

· Coordinate with clinical staff to obtain physician’s orders and / or get corrected orders as needed.

· Review radiology requisitions and prepare for billing.

· Fax or Email radiology requires both in-house and outside billing facilities.

· Review Ultrasound schedule daily and complete call reminders.

· Assure that all Ultrasound results are reported correctly and incorrect orders are voided.

· Fax or Email radiology requisitions to both in-house

· Participation in training opportunities to enhance knowledge such as conferences and continuing education/in-service events.

· Work project initiatives as assigned.

· Other duties as assigned.

Physical Requirements:

Hearing: Adequate to perform job duties in person and over the telephone. Speaking: Must be able to communicate clearly with patients in person and over the telephone.

Vision: Visual acuity adequately to perform job duties, including reading information from printed sources and computer screens.

Other: Requires occasional lifting and carrying items weighing up to 10 pounds unassisted in normal daily activities and up to 30 lbs. for other required work activities. Additionally, it requires frequent bending, reaching, and repetitive hand movements (especially if keyboarding and writing), standing, walking, squatting, and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular work shift.