Customer Service Specialist

POSITION SUMMARY

Under the general direction and supervision of an Operations Coordinator, the Customer Service Specialist (CSS) is a team member who provides exceptional, personalized customer service ensuring efficient, professional and friendly access to Fetter Health Care Network (FHCN). This individual takes pride in helping patients, vendors, and community partners one caring interaction at a time. He or she addresses questions on all services or programs and supports patient care by facilitating a connection to their Care Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Included but not limited to the following);

• Delightfully provides exceptional, personalized customer service to patients, vendors, and community partners by welcoming them into the facility with a warm smile and eye contact.
• Performs greeting activities in the waiting room, to include but not limited to, assisting patients and other visitors, monitoring wait times, keeping in contact with patients/visitors, and providing miscellaneous forms and requested items.
• Assists patients with Kiosk and manual registration process utilizing practice management software system.
• Utilizes strong communication skills to route calls and properly engage patients, vendors, or community stakeholders.
• Maintains working knowledge of all FHCN services and programs
• Makes recommendations according to patient?s needs
• Conducts general housekeeping to include inspecting and organizing front of facility, waiting room, office areas and restrooms throughout the day during hours of operations. (i.e. brochure stocks, promotions display and work station)
• Utilizes practice management software, to document detailed messages for FHCN staff with a high level of accuracy
• Works in a demanding, fast-paced environment with constant public contact, frequent interruptions, and occasional crisis situations.
• Understands and responds effectively and with sensitivity to special population groups, including those defined by race, ethnicity, language, age, gender, sexual orientation, economic standing, & others
• Complies with center?s policies and procedures
• Operates office equipment to include copy machine, fax, scanner, etc.
• Participates in continuous quality improvement activities.
• Other duties and projects as assigned by management

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Demonstration of “people” skills and an enjoyment of working in a health care setting
• Excellent organizational and customer service skills demonstrated across a wide range of customers
• Excellent verbal and non-verbal communication skills
• Technically proficient computer skills with Microsoft Office Suite (Word, Excel), Practice Management System (EHR/Kiosk), and phone system.

• Proficient in multitasking efficiently and effectively-organizing and prioritizing tasks
• Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals.
• Strong attention to detail and problem solving skills.
• Ability to work independently and as a team member in a fast paced and high pressured environment.
• Cultural competence dealing with vulnerable populations.
• Maintain confidentiality and HIPAA compliance.
• Bilingual in Spanish and English preferred.

EDUCATION AND EXPERIENCE

• High School diploma or equivalent
• 1 year front desk experience (preferably Medical office setting) or 1 year as a medical receptionist and/or customer service experience preferred.
• Multi-line phone experience required.
• CMA or Associate Degree from an accredited institution is preferred or two years related experience and/or training (preferably front office)