2021-srw Customer Service Representative
Position Summary
At Weill Cornell Medicine, we believe that high-quality clinical care is about more than the outcomes – it's about the patient’s experience with us throughout their entire journey. We rely on our Customer Service Representatives to be the first points of contact to our patients and they ensure the positive experience we are so proud of. We need more people passionate about our mission to join our call centers. Under direct supervision, is responsible for ensuring the handling of a high volume of inbound calls and the scheduling of patient appointments, utilizing established protocols and procedures. Join WCM and help make a difference.
Job Responsibilities
- Obtains, reviews and updates patient demographic and insurance information within the practice management billing system.
- If applicable, ensures that patients provide any pre-visit documentation, pre-certifications or authorizations for medical services as needed, and/or a referral, if required.
- Coordinates calendars and schedules appointments and meetings. Prioritizes requests for meetings and coordinates the necessary arrangements for meetings.
- Answers incoming phone calls and inquiries. Routes calls and messages within the practice management system to appropriate staff.
- Adheres to “scripts” and protocols for responding to requests and questions. Exercises some independent judgment when dealing with patients and unusual or special requests; escalates complex or difficult situations.
- Schedules and/or reschedules patient appointments within the practice management system.
- Maintains general cleanliness and neatness of work areas.
- Ensures that facilities and equipment are in optimal and proper working condition. Coordinates preventative maintenance and repairs as needed. May perform minor repairs if qualified and as needed. May advise on upgrades for performance enhancements.
Education
- High School Diploma
Experience
Approximately 2 years of experience in a customer service role
Knowledge, Skills and Abilities
- Excellent communication skills (both verbal and written).
- Demonstrated organizational skills; capable of working independently and as a team member.
Working Conditions/Physical Demands
Standard office work; Role will require long period of time in a sitting position