Job Details

JOB TITLE Customer Service RepresentativeSUMMARY:Responsible for greeting consumers and visitors in a professional manner. Handling all incoming calls and fielding them accordingly, addressing consumer questions and needs, and providing an overall welcoming environment.EDUCATION AND EXPERIENCE:Education: High School Diploma/GED required. Coursework in general office and computers preferred.Licensure: N/ACertification: N/AExperience: Experience in customer service preferred.Knowledge/Skills: General office skills, including strong phone and typing skills.Verbal/written communication skills.Skilled in use of all major computer applications.Punctual with consistent/reliable attendance history.EQUIPMENT:Computer, fax, copier, and any other equipment required to perform the functions of the position.MAJOR DUTIES AND RESPONSIBILITIES:* Greets consumers and visitors and welcomes them to the office in a professional, polite and welcoming manner.* Maintains a positive, empathetic and professional attitude toward consumers at all times.* Receives telephone calls and referrals in a professional manner using effective listening skills and routes calls to appropriate individuals.* Reviews demographic, insurance and provider information with consumers at every visit and updates records as necessary.* Obtains a copy of the consumers insurance card, driver license and social security card.* Collects the appropriate amount of the consumer's responsibility at each visit, noting the payment and provides the consumer with a receipt.* Balances cash drawer.* Schedules, coordinates and reschedules consumer appointments.* May call to remind consumers of their appointments.* Interviews consumers to collect related data for case-opening paperwork and obtains all required signatures on documentation.* Establishes authorization for services on appropriate consumers with third party payors.* Enters access data on computer system.* Performs other administrative duties such as locking/unlocking doors, opening/distributing mail, typing, filing, faxing and collecting documents to be shredded, etc.* Maintains strict confidentiality of all knowledge gained through contact with consumers.* Attends and participates in regularly scheduled staff meetings and in-services and individual program planning staffing meetings, as needed.* All other duties as assigned.PERFORMANCE RESPONSIBILITIES:Although each position has its own unique duties and responsibilities, the following listing applies to every employee. All employees of the organization are expected to:* Support the organization's mission, vision, and values of excellence and competence, collaboration, innovation, commitment to our community, and accountability and ownership.* Exercise necessary cost control measures.* Maintain positive internal and external customer service relationships.* Demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions when clarification is needed.* Plan and organize work effectively and ensure its completion.* Demonstrate reliability by arriving to work on time and utilizing effective time management.* Meet all productivity requirements.* Demonstrate team behavior and must be willing to promote a team-oriented environment.* Represent the organization professionally at all times.* Demonstrate initiative and strive to continually improve processes and relationships.* Follow all Frontier Health rules, policies and procedures as well as any applicable laws and standards.