Customer Experience Specialist

General Summary:

The Customer Experience Specialist is responsible for providing exceptional customer service while addressing a high-volume of telephonic customer inquiries. The CES provides high-quality patient experience for incoming patient and partner calls. Additionally, the CES performs critical follow-up phone calls to all patients seen within the facilities.

Description of Essential Duties:

• Provide exceptional customer service while managing telephonic inquiries from Crucial Care patients and community partners
• Identify and address customer needs, routing challenges to the appropriate resource
• Obtain patient demographics and register patients for appointments using designated software
• Verify patient benefits and accurately quote based on real-time benefit eligibility
• Maintain appropriate documentation for telephonic inquiries
• Utilize designated scripting and protocols
• Assist in completion of Medical Records Requests
• Manage PHI in accordance with all applicable HIPAA rules and regulations
• Adhere to organizational protocols and values

Positively and respectfully communicate with team members

Job Requirements:

Education:

High School or GED

Experience Years:

1 Year

Experience Type:

One year of Customer Service Experience (Required); Customer Service or high-volume call center experience in Healthcare Related Industry is strongly preferred. Excellent verbal communication skills required. Bilingual in English/Spanish strongly preferred. Medical terminology also preferred.

Certifications/Licenses:

NA

Travel: No Travel

Physical Requirements:

Bending: 1-33% (Occasional). Lift/Carry up to 25lbs: 1-33% (Occasional). Listening, Near Acuity, Repetitive hand/wrist work: 67-100% (Constant). Sitting, Speaking: 67-100% (Constant). Standing, Twisting: 1-33% (Occasional). Use of computer, keyboard, mouse: 67-100% (Constant).

Mental/Motor Requirements:

Ability to prioritize tasks: 67-100% (Constant). Ability to manage changing priorities: 1-33% (Occasional). Attentive to details, Computer skills, demonstrated ability to follow written procedures: 67-100% (Constant). Independent decision making: 1-33% (Occasional). Interaction with others using professionalism and tact: 67-100% (Constant). Problem solving, reading comprehension, writing/composition: 34-66% (Frequent). Verbal communication: 67-100% (Constant).

Environmental Requirements:

General office environment including independent work and interaction with customers: 67-100% (Constant). Teamwork: 67-100% (Constant).