The Service Solution Representative answers inbound calls from members and providers, inputs data, and provides an elevated level of customer service, always extending courtesy and professionalism.
Duties and Responsibilities
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Answer telephone promptly and ensure calls are identified and categorized to forward to appropriate area within office timely and efficiently.
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Demonstrate proper telephone etiquette when receiving, transferring, and placing calls on hold. Holding times are to be kept to a minimum.
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Verify insurance information, collect referrals and authorizations, and/or other forms as documented.
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Ensure the accuracy of patient scheduling, documentation, and follow-ups.
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Repeat key information when writing down messages.
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Maintain and restore customer satisfaction and partner with other teams as needed.
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Perform problem analysis, problem determination, and recommended resolutions to the callers.
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Perform other duties as assigned.
Qualifications / Education / Licenses
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High school diploma or equivalent.
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Minimum of 1 year of Customer Service experience.
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At least 1-3 years’ experience in a healthcare setting preferred.
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Bilingual in English and Spanish preferred.