Customer Experience Specialist

Sanitas Medical Centers; Jacksonville (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Sanitas Medical Centers is seeking a Customer Experience Specialist to provide exceptional service via telephonic inquiries, ensuring a positive patient experience for GEMD patients and community partners. The role includes following scripts, routing requests, registering patients, verifying benefits, and handling PHI in compliance with HIPAA.

You will collaborate with facility teams to support patient care and follow up on prior visits.

Qualifications

• Strong customer service skills with the ability to manage high call volumes.
• Knowledge of HIPAA rules and PHI handling.
• Ability to verify benefits and quote out-of-pocket costs.

Responsibilities

• Provide exceptional customer service for telephonic inquiries.
• Identify and address customer needs; route to appropriate resources.
• Register patients for appointments using designated software.
• Obtain patient demographics and schedule appointments.
• Maintain documentation for inquiries and follow-up with patients.

Skills

Customer service

Telephone inquiries

HIPAA compliance

PHI handling

Job description

Job Summary

The Customer Experience Specialist is responsible for providing exceptional customer service while addressing a high volume of telephonic customer inquiries. CES provides superior patient experience for incoming patient and community partner calls. Additionally, the CES performs critical follow-up phone calls to all patients seen within the facilities.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide exceptional customer service while managing a high volume of telephonic inquiries from GEMD patients and community partners.
• Identify and address customer needs, routing challenges to the appropriate resource.
• Obtain patient demographics and register patients for appointments using designated software.
• Verify patient benefits and accurately quote out of pocket costs based on real-time benefit eligibility.
• Maintain appropriate documentation for telephonic inquiries.
• Utilize designated scripting and protocols.
• Assist in completion of Medical Records Requests
• Manage PHI in accordance with all applicable HIPAA rules and regulations.
• Adhere to organizational protocols and values.
• Positively and respectfully communicate with team members.
• Perform outbound follow-up calls to patients seen within facilities.
• Effectively communicate with Facility teams via phone and electronic messaging.