Customer Service Representative

Chase-Brexton-Health-Care; Baltimore (MD); On-site; USD 23,000 - 29,000; Full time

Job summary

Chase Brexton Health Care is seeking a Customer Service Representative to schedule medical, dental, and OB/GYN appointments and handle inbound calls. You will enter patient details into our Centricity system and ensure accurate registration and privacy compliance.

The role requires strong communication skills, the ability to manage multiple tasks, and a patient-focused approach across diverse populations. Fluency in Spanish is a plus and familiarity with EHR systems is preferred.

Qualifications

• Typing speed of 35 wpm preferred and strong communication skills.
• Ability to handle calls, emails and faxes with professional demeanor.
• Knowledge of MS Word, Excel, and MS Outlook is beneficial.
• Bilingual English/Spanish is a plus.

Responsibilities

• Schedule appointments for medical, dental, and OB/GYN patients across sites.
• Answer incoming calls and assist with scheduling needs and questions.
• Register patients by verifying information and maintaining demographics.
• Maintain HIPAA compliance when handling patient data.
• Update Centricity scheduling system with accurate details.

Skills

Typing 35 wpm

Verbal and written communication

Interpersonal skills

Bilingual English/Spanish

MS Word/Excel/MS Outlook

Education

High school diploma or GED

College degree preferred

Medical office experience

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative

8 days ago Requisition ID: 4935

Salary Range: $17.65 To $20.99 Hourly

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.
• 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