Overview
As a Customer Resolution Specialist, you'll be responsible for scheduling patients for urgent and emergent appointments while remaining calm, supportive, and empathetic.
Responsibilities
- Schedules, coordinates, and reschedules patient Urgent and Emergent appointments in a timely manner.
- Works to complete all task, tasked from Contact Center by end of every day.
- Works closely with patients, clinics, and co-workers.
- Verifies necessary information in the medical record.
- Updates profiles on all patients.
- Maintains and updates current information on physician schedules, ensuring patients are scheduled properly.
- Provides assistance in the scheduling when short staffed.
- Screen calls for clinics, provides information to patients and clinics.
- Maintains strictest confidentiality.
- Following HIPAA guidelines.
- Performs special projects as assigned.
- Answers patient questions and provides information in a helpful manner.
- Maintains strictest confidentiality, following HIPAA guidelines.
- Utilizes all tools to verify insurances and continuous changes in this area.
- Shows respect and deals appropriately with co-workers and patients.
- Adheres to all policies, procedures, guidelines, and expectations set by the company and department.
- Provides quality customer service.
- Seeks clarification from Team Lead/Manager as needed.
- Performs special projects and all other duties as assigned by leadership/management.
Qualifications
- High School Diploma or GED
- Bilingual in Spanish highly preferred but not required
- Working knowledge of computers and phone systems.
- Experience with staff development, queue monitoring, and departmental adherence to all policies, procedures, guidelines, and expectations.
- Call center and healthcare experience is preferred but not required.
- Possess the ability to express self orally and in writing with clarity, tact, respect, and professionalism.
- In-office position.
- Computer and phone literate.
- Some weekend availability required.
- Strong organizational skills with attention to detail.
- Ability to lead others by example, being hands on, and being actively involved in department success.
- Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism
