At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
BASIC FUNCTION: The Customer Service Representative will serve as a subject matter expert (SME) supporting and working alongside additional team members of the Ambulatory Contact Center. The ACC call center supports abundant divisions of Memorial Hermann’s organization and this representative will assist with care navigation, marketing outreach, and event registration within the 222-Care department.Education: Some college preferred.
Licenses/Certifications: None.
Experience / Knowledge / Skills:
Three (3) years of experience in hospital/medical business office or customer service setting.
Effective oral and written communication skills.
Ability to multi-task.
Critical thinking skills.
Telephone etiquette.
Way-finding and problem solving abilities.
Computer efficiency including but not limited to Microsoft software.
Proficient typing/keyboarding and data entry skills (30+ wpm minimum)
PRINCIPAL ACCOUNTABILITIES
Handles phone inquiries efficiently and timely while adhering to stat/metric expectations.
Obtains demographics, financial information, and payments when needed from caller. Enters information into computer system with a high degree of accuracy including precise documentation.
Schedules online appointments for our Memorial Hermann Physician networks.
Interprets details and registration needs for numerous events and campaigns including patient/customer outreach.
Monitors, reviews, and resolves patient registration or physician information concerns.
Offers similar or complementary services to customers to maximize revenue and patient experience.
Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing resolutions and/or escalating unresolved problems.
Complies with all HIPAA Regulations.
Communicates in an effective and processional manner with team members, Physicians and their office staff, ancillary departments, as well as patients and their families (all of Memorial Hermann’s customers).
Adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including: time management, supply management, productivity, and accuracy of practice.
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
Other duties as assigned.