Customer Service Representative

UCFS Healthcare; Bean Hill (CT); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Merit increases

Gain share program

401(k) with employer contributions

Medical/dental/vision

Paid time off

Learning and development

Team events

Job summary

UCFS Healthcare seeks a Customer Service Representative for the Norwich Health Center in Norwich, CT. The role involves greeting clients, handling check-in/out workflows, and scheduling appointments across Behavioral Health, Dental, Medical, and other services.

Responsibilities include medical records management, EHR data entry, insurance verifications, copay collection, and daily cash handling. Full-time schedule typically Monday–Friday with rotating shifts.

Qualifications

• High school diploma or GED is required.
• 1 year of medical office experience or 3 years in customer service.
• Access to transportation to UCFS sites as needed.

Responsibilities

• Greet clients, visitors, and staff in person or by phone.
• Follow check-in/out workflow to ensure exceptional service.
• Schedule and book appointments across Behavioral Health, Dental, Medical, and other services.
• Handle medical records tasks: requests, retrieval, filing, scanning, and information releases.
• Enter/update demographics and insurance in the EHR; verify insurance and collect copays.
• Collect payments and reconcile daily financial activities.

Skills

Microsoft Office

EPIC

Communication

Interpersonal skills

Problem-solving

Education

High school diploma or GED

Tools

Electronic Health Records (EHR)

Job description

Description

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. Share in our vision of being Eastern CT’s best choice for patient-centered healthcare!

We are currently seeking a Customer Service Representative for our Norwich Health Center to provide courteous and professional customer service to all UCFS clients, patients, and visitors, as well as internal customer support for clinical staff; includes intake support for front desk and dental, medical, and behavioral services as well as telephone support for all callers.

UCFS Hours of Operation: Open 8:00am - 7:00pm; Hours Vary By Day & Location

Expected Schedule: Full-Time, 40 hours/week; Monday- Friday 7:45am - 4:45pm; 8:00am - 5:00pm;

Coverage of the 10:00am- 7:00pm shift is Rotated

(All Coverage is Shared Equally Amongst the Customer Service Representatives)

Main Work Location: Norwich, CT

Outline of Duties and Responsibilities:

• Greets all clients, visitors, and employees, providing courteous and professional customer service in person or on the telephone.
• Follows the check-in and out workflow process to ensure that the client and clinical staff experience exceptional customer service.
• Schedules and books clients for appointments with Behavioral Health, Dental, Medical and all other Health Center services, utilizing proper systems for clinician and/or UCFS employee notification.
• Performs medical records duties; including requesting, retrieving and filing records, scanning documents into the Electronic Health Record, assisting in the Release of Information applications, and monitoring fax servers and laboratory interfaces.
• Enters new or existing demographic and insurance information into the Electronic Health Record, as well as perform insurance verifications and collect copay verification. Performs initial client intakes as necessary.
• Collects payments and copayments for services rendered and reconcile daily financial activities.

Why UCFS?

Our team is passionate about the services we provide and is committed to making a difference for our clients and community. At UCFS, a Federally Qualified Health Center, we specialize in integrated care which means having access to essential services to meet the complex needs of those we serve. We work collaboratively across programs at our agency to remove barriers and streamline access to services including behavioral health services, primary care, dental, case management and more. If you are committed to improving the health and well-being of our community, we encourage you to apply for this exciting opportunity.

Requirements

Minimum Education and Experience

• High school diploma or general education degree (GED)
• One year of related experience and/or training in a medical office OR 3 years in a customer service role
• An equivalent combination of education (above a high school diploma or GED) and experience may be considered
• Access to transportation for travel to other UCFS sites in Griswold, Norwich, New London, and Plainfield, CT as needed

Minimum Certificates, Licenses, Registrations

• No certificates, licenses and/or registrations are required for this job

Minimum Skills and Abilities

• Familiarity with software programs such as Microsoft Office Suite
• Familiarity with electronic health records (EHR) systems, preferably EPIC
• Demonstrated communication & interpersonal skills to place clients/patients at ease to screen their needs & provide correct service(s)
• Excellent communication, interpersonal skills, and problem-solving skills.

UCFS Healthcare Offers a Competitive Benefits & Perks Package to Our Hardworking Team Which Can Include:

• Financial - Yearly Performance Merit Increases; Gain Share Program; Local & Online Discounts
• Income Security - 401(k) Plan + 6% Employer Contributions; Employer Paid Life & Disability Insurance
• Health & Wellness - Medical/Dental/Vision Insurance; Employee Assistance Program; Wellness Programs; Decompression Spaces
• Time Off - Generous Paid Time Off Starting at 3 Weeks Vacation, 4 Floating Holidays, 10 Sick Days, 8 Federal Holidays
• Growth - Employee-Led Committees; NHSC Loan Repayment Opportunities; PSLF Eligibility; Career Path Ladders; Employer Paid Learning & Development Programs
• Fun - Appreciation, Education, and Team-Building Events

UCFS is strongly committed to a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting an enriching work culture, UCFS will continue to better serve our communities and provide quality patient, client, and resident care and services. UCFS is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, and genetic information or disability, as defined and required by applicable state and federal laws. Additionally, UCFS prohibits retaliation against an applicant or employee because they have engaged in protected activity under the statutes prohibiting discrimination in the workplace.