Customer Service Rep

Rhode Island Hospital; United States; On-site; USD 25,000 - 36,000; Full time

Job summary

Brown University Health is seeking a patient-centered admissions coordinator to handle intake and service coordination for incoming clients at our Providence campus. You will manage calls, collect patient data, verify insurance, and ensure compliance with Joint Commission standards.

This role requires a high school diploma, computer proficiency, and the ability to work with physicians, insurers, and staff. We value compassion, accountability, respect, and excellence in daily interactions with

Qualifications

• High School diploma or GED required.
• Must be proficient with computers.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to document medical information relayed by phone; to effectively present information to physicians, clients, insurers and other employees of the organization.

Responsibilities

• Answer phone calls using organization protocol and handle calls to satisfy callers’ needs.
• Speak knowledgeably about services to assure customer satisfaction and coordination of services.
• Take orders for installation, discontinuance or change in service.
• Investigate customer complaints and report critical issues to supervisor.
• Gathers data for reports and intake patient information from various sources.
• Determines if supplies or equipment are available and evaluates medical necessity of orders.
• Obtains accurate and timely initial authorizations and insurance verifications from payers.
• Ensures paperwork is complete for billing and timely delivery of products.
• Monitors day-to-day customer service activities to assure efficiency and satisfaction.
• Participates in quality improvement projects and communicates for systems improvement.

Skills

Computer literacy

Communication

Medical terminology

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

Providence-148 West River Street - 148 West River Street Providence, Rhode Island 02904

Work Type

Flex 6:00 AM - 6:00 PM

Work Shift

Variable Daily Hours: Per Diem - As required Driving Required: No