Bilingual Contact Center Representative

POSITION SUMMARY 

The Customer Service Representative is the first point of contact for patients—they schedule appointments, greet, register, and assist patients. The Customer Service Representative is knowledgeable about KC CARE and its services, and is adept at data entry, use of the electronic health record, and provider schedules. Customer Service Representatives have two specializations—Customer Service Representative: Front Office, and Customer Service Representative: Contact Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

All Customer Service Representatives, regardless of specialization have the following essential duties and responsibilities:  

• Provides friendly and helpful customer service to patients.
• Schedules patients or suggests other resources if the Health Center is unable to meet the patient/client need.
• Registers new patients in the electronic health record and ensures all required information and forms are complete. 
• Provides financial counseling to patients, working closely with the billing department including explaining the sliding fee scale application, setting up payment plans, counseling on insurance benefits, etc.
• Updates scheduling system regarding appointment changes, patient information/demographic changes, etc.
• Facilitates rescheduling of patient appointments when provider’s clinic is cancelled. 
• Ensures strict confidentiality, adhering to established HIPAA guidelines and regulations and clinic policies and procedures.
• Communicates proactively with medical staff to ensure smooth clinic operations and/or to meet patient needs. 

In addition to the essential duties outlined above, specializations perform the following functions: 

Customer Service Representative: Contact Center  

• Answers the telephone, screens and directs incoming calls and messages to the appropriate party (scheduler, clinical staff, etc.).
• Verifies upcoming schedules to ensure changes have been made to scheduled clinics.
• Ensures patient feedback is communicated to management or the appropriate party. 
• Checks voicemail and returns patient calls. 

MINIMUM REQUIREMENTS 

• High school degree or equivalent.
• One year of customer service experience.
• Ability to read, write, and communicate clearly in English and Spanish. 
• Commitment to excellent customer service.

PREFERRED REQUIREMENTS 

• One year of medical or dental reception experience. 
• Some college coursework.