A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
The Customer Service Advocate in Admissions and Registration at Refugio County Memorial Hospital plays a pivotal role in providing exceptional customer service to patients during the check-in and registration process. This position is responsible for ensuring accurate patient information, verifying insurance details, collecting co-pays, and creating a positive patient experience from the moment they arrive at the hospital or clinic.
Qualifications:
High school diploma or equivalent; some college coursework in healthcare administration or related field is preferred. Excellent interpersonal and communication skills, with a friendly and approachable demeanor. Previous experience in a customer service or front desk role, preferably in a healthcare setting. Knowledge of medical terminology, insurance policies, and billing procedures is a plus. Proficiency in using electronic health record (EHR) systems and basic computer applications. Strong attention to detail and ability to maintain accurate records. Ability to handle stressful situations with patience and professionalism. Respect for patient confidentiality and understanding of HIPAA regulations.
Responsibilities:
Patient Check-In and Registration:
Greet patients and visitors with a welcoming demeanor as they arrive at the hospital. Collect and input accurate patient information into the hospital's electronic health record (EHR) system. Verify patient identification and ensure HIPAA compliance when handling sensitive data.
Insurance Verification and Financial Procedures:
Verify patient insurance coverage and accurately document insurance details in the system. Explain insurance policies, benefits, and coverage to patients as needed. Collect co-pays, deductibles, and outstanding balances from patients, ensuring accuracy in financial transactions. Provide information about self-pay options, financial assistance programs, and payment plans.
Appointment Scheduling and Coordination:
Assist patients in setting up appointments and coordinating with appropriate departments. Ensure appointment slots are scheduled efficiently, taking into account patient preferences and medical requirements.
Patient Communication:
Answer incoming phone calls and provide assistance to patients inquiring about appointments, services, and general information. Respond to patient inquiries, address concerns, and provide information about hospital services.
Self-Pay Collections:
Collect payments from patients who are self-pay or uninsured, explaining payment options and providing receipts.
Financial Counseling:
Discuss financial obligations with patients, explain insurance coverage and co-pays, and provide assistance with financial aid applications or payment plans as necessary.
Data Entry and Record Keeping:
Assist with administrative duties, such as filing, data entry, and updating patient records. Maintain accurate and up-to-date patient records, ensuring compliance with privacy regulations and hospital policies.
Customer Service Excellence:
Provide exceptional customer service, demonstrating empathy and patience when interacting with patients. Handle difficult or frustrated patients with professionalism and problem-solving skills. Address patient concerns and feedback in a constructive and helpful manner. Other Duties as Assigned.
Pay:
$12.60 - $15.00 per hour
Benefits:
401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance
