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Job Profile Title
Customer Service Advocate
Job Summary
The Customer Service Advocate plays a crucial role in ensuring smooth clinic operations. They are the first point of contact for patients and visitors, providing exceptional customer service. The CSA manages appointments, handles insurance claims, and maintains accurate patient records. Additionally, they perform administrative tasks such as data entry, word processing, and filing.
Reports to: Assistant Director, Patient Financial Services
Job Specific Responsibilities
Daily assignments may include but are not limited to:
Appointment Management:
Schedule patient appointments according to physician availability.
Explain intake forms and procedures to new patients.
Process payments after treatment.
Patient Registration and Records:
Accurately register new patients by completing necessary documentation.
Maintain and update patient records, including personal information and health data.
Customer Service:
Greet patients and visitors warmly, creating a welcoming environment.
Answer phone calls promptly and professionally.
Assist patients with inquiries and direct them to the appropriate areas within the clinic.
Administrative Tasks:
Perform data entry, word processing, and filing.
Verify medical insurance benefits and collect co-pays.
Balance petty cash and maintain financial records.
Education and Experience
High school diploma or equivalent.
Previous experience in a medical office or customer service role preferred.
Required Licensures/Certifications/Registrations
N/A
Skills and Abilities
Excellent communication skills and pleasant demeanor.
Proficient in using scheduling software and basic office applications.
Attention to detail and accuracy in managing patient records.
Interaction with Other Departments and Other Relationships
The person in this role will have daily interactions with the clinic manager, physicians, nurses, and other healthcare professionals.
Physical Capabilities
Position requires prolonged periods of sitting at a desk, talking on a phone, and working on a computer. Essential hearing and near vision acuity required. Dexterity for handling paperwork and operating office equipment. Should be able to lift up to 20 pounds, push, pull, and stooping required at times.
Environmental/Working Conditions
Work area is in a clinical setting, well lit, and subject to varying indoor temperatures. Exposure to various patient inquiries and emotions. Adherence to infection control protocols.
Direct Reports
None
UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
*Request for accommodations in the hire process should be directed to UMC Human Resources.*