About this position
The Customer Service Representative provides excellent customer service to North Memorial customers and staff, in a call-center like environment. The Customer Service Representative works as a member of the clinic care team by managing phone contact to provide customers with proficient, customer-centered services that meets or exceeds expectations. The Customer Service Representative is accountable for various functions related to the efficient operation of registration, scheduling, and call routing/navigating. Proactive problem solving in order to ensure One Call One Resolution or soft handoff when appropriate.
What we’ll expect from you
- Directs customers to North Memorial based facilities and services as appropriate, i.e. Urgent Care, Urgency Center, Specialty Services, Express Clinics.
- Directs, encourages and educates customers on the use of other access points, i.e. MyChart, Online Appointment scheduling, Text and Chat, Zipnosis.
- Completes accurate scheduling and registrations in Epic for all customers.
- Facilitates communication between the medical staff and outside resources, e.g. referring physicians, outreach, home care and hospice.
- Maintains appointment schedules for providers and other various non-provider treatment schedules.
- Works with customers on their preferred appointment times, communication and language.
- Coordinates provider schedules appropriate to their preferences in Epic
- Watches/monitors health maintenance alerts and makes customers aware.
- Prints letters as requested from Epic.
- Runs workbench/worklist reports in Epic (i.e. reschedule list, wait list, interpreter schedule worklist).
- Works Epic WorkQueues (i.e. Pre-Registration WQ, Epicare Link Scheduling).
- Coordinates online appointment requests.
- Accepts other duties as assigned to promote the accomplishment of organizational goals.
- The team member is accountable to demonstrate proficiency for the skills outlined in the appropriate position skills list.
- The team member is accountable to maintain skill proficiency, including improvement where deemed necessary, and upgrading any additional or new skills on the appropriate position skills list.
- Recognizes and complies with legal, regulatory, accrediting and procedural requirements related to area of responsibility.
- Understands and follows principles and standards as outlined in North Memorial’s Corporate Code of Conduct.
- Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
- Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.
- Understands and follows principles and standards as outlined in North Memorial’s Corporate Code of Conduct.
- Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
- Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.
- Recognizes and complies with legal, regulatory, accrediting and procedural requirements related to area of responsibility.
- Understands and follows principles and standards as outlined in North Memorial’s Corporate Code of Conduct.
- Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
- Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication.
Interested? Here are our requirements
Education
- High School diploma or equivalent (GED) preferred.
Experience, Knowledge, Skills, Abilities
- 1 year customer service experience required.
- Minimum of 6 months scheduling experience and/or registration experience preferred.
- Call center experience preferred.
- Ability to multi-task.
- Demonstrated experience in health care setting.
- Understanding of HIPAA required.
- Independent problem solving skills.
- Skilled in MS Office products.
Additional Info:
- Potential work from home or Robbinsdale
- Hours: Monday- Friday 11A-7:30P
