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Customer Service Specialist

Company: Epiphany Dermatology
Location: Coppell
Posted on: January 16, 2022

Job Description:

At Epiphany Dermatology, we are working hard to make sure everybody has immediate access to the best skin care possible regardless of location, insurance type, financial status, or scheduling needs. To accomplish this, we know we need the right people in our corner to support the needs of our patients.Our employees are the key to our success and the reason why we were able to grow from a single location in 2015 to approximately 60 clinics spanning across 10 states today. We invest in our employees' development and when they join the Epiphany Dermatology team, it's a career, not just another job.This position is in a call center environment where great customer service skills are required, and smile that can be felt over the phone is a true bonus. This position is crucial to ensure incoming calls are answered in a timely and professional manner. As the first voice that our patients may hear you are critical in providing a welcoming experience for our patients, as well as perform daily office duties and maintain efficient workflows during practice hours of operation. This individual holds a central role in appointment scheduling, registration, insurance verifications and communications between the patient/family and clinical personnel. Customer Service Specialist are responsible for ensuring patient needs are appropriately met by performing the following duties:Essential Job Functions:

  • Answer phones in a timely, positive and welcoming manner.
  • Greets, welcomes and registers patients in a timely fashion. Works to minimize and problem solve wait times.
  • Manages incoming phone calls, emails, messages, verification of benefits, and referrals to completion and in a timely fashion.
  • Prepares for upcoming visits such as review of next day activities, visit reminders, document preparations, form completion and chart flags.
  • Performs appointing functions with accuracy and per patient or provider request, such as scheduling appointments, managing cancellations, re-schedules, visit cycles and wait lists.
  • Identifies patient's age-specific and information or communication needs prior to visit.
  • Maintains medical records with timely input of incoming scans, documents or test results.
  • Works with healthcare team to assure smooth and efficient patient flow and operations.
  • Problem solves obstacles to through-put process to resolve undue backlogs and wait times. Reports and documents unresolved concerns.
  • Works to create and maintain excellence in patient/family satisfaction, relationships and engagement. Resolves problems in a timely fashion. Documents unresolved issues voiced by patients and refers to appropriate party for resolution.
  • Confirms and clarifies job duties. Receives and implements duty changes and delegated tasks. Fills downtime with important operational tasks.
  • Works collaboratively with assigned providers to meet preferences, practice pattern needs and resolution of appointment bumping.
  • Collects and reports data on practice activities such as appointment tracking, referral sources, No-Shows, cancellations and visit types, as assigned.
  • Demonstrates compliance with attendance expectations of assigned shift/hours of work/meal breaks such that coverage is maintained.
  • Utilizes company computers, E-Systems, electronics and office equipment for intended use only.
  • Maintains a professional workspace and/or storage areas. Works with supervisor on any supplies or special-order items.
  • Other duties as assigned.Responsibilities for Maintaining Role:
    • Participates in staff meetings and other initiatives to ensure a high-quality patient experience.
    • Maintains open communication with Office manager and team. Receives and applies constructive input for performance improvement and individual growth.
    • Maintains regular, reliable and on-site attendance as scheduled by your supervisor.
    • Maintains positive relationships with patients/families, peers, vendors and other team members.
    • Maintains open communication with supervisor and team. Receives and applies constructive input for performance improvement and individual growth.
    • Consistently demonstrates Epiphany's Core Values, contributing to a team-based, collaborative culture.
    • Adheres to Compliance program. Safeguards PHI and financial information, utilizing HIPAA confidentiality, privacy and security standards and policies.
    • Fully complies with OSHA workplace safety regulations.Performance Requirements, Skills and Abilities:
      • Positive interpersonal skills and effective oral and written communication skills to enhance the patient experience and team collaboration.
      • Proficiency with Microsoft Office Suite.
      • Ability to work with an Electronic Medical Record, Practice Management system, Scheduling system and other related E-Systems.Minimum Qualifications/Experience:
        • High School Diploma required.
        • Minimum of 2 years of experience as a medical receptionist highly preferred, preferably in a medical practice or ambulatory environment.
        • Knowledge of insurance industry and strong computer skills highly desired.
        • Bilingual in English and Spanish (or other secondary language) preferred.Work Environment and Physical Requirements:Medical office, procedure/exam room and laboratory environment may include exposure to communicable diseases, bloodborne pathogens, biohazards or toxic substances. Daily activities may include standing, walking, sitting, bending and lifting items up to 30 lbs.Benefits:We offer generous benefits such as Medical, Dental, Vision, 401k, Employee Discounts, FSA/Dependent care, HSA, PTO, Short Term Disability, Long Term Disability, Accident, Life plus more.

Keywords: Epiphany Dermatology, Dallas , Customer Service Specialist, Hospitality & Tourism , Coppell, Texas

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