The Customer Service Representative is our first point of contact with our practice and we only have one chance to make a great first impression. In this position they will handle a high volume of inbound or outbound calls, or both, and should seek to create a positive experience for each caller. 

Key Responsibilities

• Communicate effectively through several channels including text, email & phone
• Manage incoming and outgoing calls to book appointments
• Identify and assess patient’s needs to achieve satisfaction
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Meet patient experience team targets and call handling quotas
• Provide appropriate solutions and alternatives, follow up to ensure resolution
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Makes outgoing patient calls with goal of scheduling appointments
• Memorizes scripts to help build a rapport with the patient and educate them about the the
• Making follow up calls to patients to confirm appointment times or reschedule appointments as needed
• Making sure that all documentation is accurate and up to date, such as updating patient records with new contact information, insurance information, or other relevant details
• Entering data into the practice management software to create a new patient file or update an existing file
• Verify eligibility and benefits for all patients with appointments online or over the phone with insurance companies
• Attach accurate patient’s insurance information to patient’s chart to ensure that insurance claims can be submitted
• Verify patient demographic information and ensure it matches information on file

General Skills

• Appointment Coordination
• Scheduling
• Customer Service
• Communication skills
• Problem-Solving
• CRM tools
• Data Entry

Please be aware, the candidate must be willing to commute to our office located in Clark Angeles City, Pampanga.