Customer Service Rep

Brown University Health; Providence (RI); On-site; USD 25,000 - 36,000; Full time

Job summary

Brown University Health at The Miriam Hospital in Providence, RI seeks an experienced admissions specialist to handle the admission process and provide high-level customer service to patients and staff. You will ensure accurate data intake, verify authorizations, and coordinate services to meet patient needs.

The role emphasizes compassionate, efficient support, adherence to Joint Commission standards, and effective communication with payers, providers, and internal teams.

Qualifications

• Requires high school diploma or GED.
• Proficient computer use.
• Ability to read and comprehend simple instructions and memos.
• Ability to document medical information and communicate with physicians, clients, insurers and other employees.

Responsibilities

• Answer calls and provide service per protocol.
• Explain services and coordinate care with callers.
• Take orders for installation, discontinuance or change in service.
• Investigate complaints and report issues to supervisor.
• Gather data for reports and intake patient information.
• Determine availability of supplies/equipment and verify authorizations.

Skills

Customer service

Call center experience

Communication

Computer proficiency

Education

High School diploma or GED

Job description

Summary

Reporting to the Office Manager, the incumbent performs the admission process whereby an understanding of the customer's need is reached; a decision concerning service is made; and, implementation of appropriate processes to meet the customer's need begins. This position is responsible to provide a high level of customer services to both internal and external customers.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

Responsibilities

• Answer each phone call using organization protocol. Answer phone continuously and appropriately handles calls to satisfy callers needs.
• Speak knowledgeably of all available services in responses to inquiries to assure customer satisfaction and appropriate coordination of services.
• Speaks with various customers by phone or in person and receives orders for installation, discontinuance or change in service.
• Takes customer complaints and investigates problems as necessary, reporting critical issues to supervisor.
• Gathers data, including sales activity by referral source, so that reports can be generated through the in-house computer system. Additionally, generates certain activity reports including orders unable to fill.
• Intakes patient information from various sources. Record detailed information, including clinical, financial and demographic data.
• Determines if supplies or equipment are available.
• Evaluates the medical necessity of orders according to payor standards and guidelines.
• Obtains accurate and timely initial authorizations and insurance verifications from payers. Solicits sales of new or additional services. /Generates delivery slips for all rental and sales via computer.
• Assures all paperwork is complete for billing process in accordance with Joint Commission standards. Generates paperwork for items to be returned. Generates paperwork for timely delivery of enteric products according to monthly schedule.
• Monitors day-to-day customer service activities to assure efficiency of workflow and assures customer satisfaction is met.
• Participates in problem management by initiating complaint process to ensure complaints are resolved effectively and promptly.
• Maintains current awareness and displays good judgement regarding the organization's policies and procedures as well as understanding of special programs and individual endeavors of directors, supervisors and other organization's group.
• Participates in quality activities, which support the organization's mission, philosophy, customer service and process improvement goals.
• Relay concerns to Manager as contribution to systems improvement. Participate in quality improvement projects as directed.
• Provide good customer service to external customers, team members and internal Brown University Health customers.
• Access continuing education as related to the program.
• Handle other tasks (i.e., mail, and disposition notices) as directed.

Minimum Qualifications

BASIC KNOWLEDGE

• The minimum of a High School diploma or general education degree (GED) is required.
• Must be able to use computers proficiently.
• The ability to read and comprehend simple instructions, short correspondence, and memos.
• Additionally, the incumbent must have the ability to document medical information as relayed by phone; to effectively present information to physicians, clients, insurers and other employees of the organization; perform simple mathematical calculations with whole numbers, common fractions and decimals; to apply common sense understanding to carry out instructions furnished in written, oral or diagram form; and, to deal with problems involving several concrete variables in standardized situations.

Experience

• At minimum, one year's related experience and/or training or equivalent combination of education and experience with medical terminology as gained through a healthcare environment.
• Experience in a call center environment is preferred.

Work Environment And Physical Requirements

• While performing the duties of this job, the incumbent is occasionally exposed to outside weather conditions when traveling between sites. The noise level in the work environment is usually moderate, with several people talking on phones in the area.

SUPERVISORY RESPONSIBILITY

None

Pay Range

$18.00-$25.82

EEO Statement

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location

The Miriam Hospital - 164 Summit Ave Providence, Rhode Island 02906

Work Type

M-F 8-4:30 rotating Saturdays and possible holidays

Work Shift

Day

Daily Hours

8 hours

Driving Required

No