Customer Service Representative

Chase Brexton Health Care; Baltimore (MD); On-site; USD 32,000 - 42,000; Full time

Job summary

Chase Brexton Health Care in Baltimore, MD is seeking a Patient Access / Scheduling Specialist to manage appointment scheduling for medical, dental, and OB/GYN patients at all sites. You will also be the first point of contact for incoming calls, providing information and routing inquiries efficiently.

The role requires a high school diploma or GED with at least 2 years of customer service experience, strong communication skills, and familiarity with EMR systems.

Qualifications

• A high school diploma or GED is required with 2 years of customer service experience, preferably in a medical setting.
• Proficiency with basic MS Office and EMR systems is preferred.
• Bilingual English and Spanish is a plus.

Responsibilities

• Schedule appointments for medical, dental, and OB/GYN patients across Chase Brexton sites.
• Serve as entry point for answering incoming phone calls and directing inquiries.
• Register patients and verify accurate demographic and insurance data in the scheduling system.
• Provide information on physicians, services, and locations, and maintain patient confidentiality.
• Input and update contact, demographic, and insurance details in Centricity.
• Ensure high-quality customer service with empathy and courtesy on every call.
• Promote teamwork to improve call-center policies and patient experience.

Skills

Typing

Verbal communication

Written communication

MS Word/Excel/Outlook

Bilingual English/Spanish

Education

High school diploma or GED

2 years customer service experience

Tools

Centricity EMR

Job description

Job Summary

Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites. Serves as the point of entry for answering incoming phones calls.

Job Summary

Responsible for scheduling appointments for medical, dental, and OB/GYN patients at all Chase Brexton sites. Serves as the point of entry for answering incoming phones calls.

Major Duties And Responsibilities

Communication

• Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services.
• Answers calls in a timely manner to assist with maintaining a high level of quality service.
• Provide patients with information on physicians, available services provided, and directions to all of our locations.
• Answer patients or physicians questions pertaining to appointments and services provided.
• Interviews callers to obtain full understanding of what information is being requested.
• Responsible for satisfying the customer’s scheduling needs and striving for first call resolution.

Compliance, Policy, and Procedure

• Coordinate appointments for patients needing multiple types of healthcare services.
• Properly registers patients by verifying and obtaining accurate patient information.
• Ensures that established patients have updated contact and demographic information
• Complies with confidentiality policies, such as HIPAA, when contacting patients.
• Maintain and update patient demographic and insurance pre-registration information in scheduling system.

Patient Focus

• Provide high quality customer service on every call.
• Display empathy and sensitivity to each patient’s individual needs.
• Always uses courtesy words and shows respect to each patient.

Workplace Computers and Equipment

• Creates and responds to Emails, Flags and Phone notes in the Centricity database.
• Inputs contact, demographic, and insurance information into Centricity database.
• Updates appointment reminder statuses appropriately into the Centricity database.

Dependability and Reliability

• Display time flexibility towards work shift per company needs.

Teamwork

• Promote teamwork and call center success.
• Work as a group to improve call center policies and procedures.
• Always uses courtesy works and shows respect for each member of our team.

Skills And Abilities

• Ability to type 35 wpm preferred.
• Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies.
• Requires ability to work with diverse people and deal effectively with angry and/or upset customers.
• Knowledge of MS word, Excel, and MS Outlook preferred; EMR experience is a plus
• Bilingual - English and Spanish preferred.

Education And/Or Experience

• High school degree or GED required, college degree preferred.
• Required: A minimum of 2 years of customer service experience, medical office preferred
• Preferred: Previous call center experience