Customer Service Rep

Where compassion meets innovation and technology and our employees are family.

GENERAL PURPOSE OF JOB:

Customer Service Representative is responsible for professionally responding to telephone inquiries from callers as they relate to their invoices for health services provided by Driscoll Children's Hospital.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or hospital administration as required.

• Maintains utmost level of confidentiality at all times.
• Adheres to hospital policies and procedures.
• Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
• Effectively manage multi-line phones.
• Promptly answers, screens, and processes requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Possesses excellent customer service skills. Interacts in a friendly, professional manner with a wide range of patients, staff, physicians and other departments of Driscoll Children’s Hospital.
• Attention to detail and ability to work well under pressure is essential. Also, must be able to function effectively in an environment where it is necessary to perform several talks simultaneously, and where interruptions are frequent.
• Completes in a timely manner all medical records requested by attorneys, physicians and patients.
• Collects and enters patient information into EPIC to initiate the transaction. Documentation is to be concise, thorough, and accurate.
• Responds to irate callers in a professional manner and ensures that patient issues are resolved in a timely manner.
• Customer service oriented.
• Team player.
• Meets the expectations of our internal and external customers in providing excellent service.
• Demonstrates positive customer relationship skills with all telephone encounters.
• Seeks and supports changes in call flow processes and communication services. Suggests improvements and participates in organized efforts to improve service levels.
• Willingly performs other duties or tasks as assigned by Supervisor, Manager or Director and handles multiple tasks effectively and efficiently.
• Promotes sense of pride in call center and positive interpersonal relations among all team members.
• Exhibits commitment to effective problem solving techniques when issues arise.
• Arrives at workstation on time, ready to work, and demonstrates minimal absenteeism.

Education and/or Experience:

• High School diploma or (GED);
• One to two years related experience and/or training; or equivalent combination of education and experience.