Customer Experience Specialist (69049)

Job Summary

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

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide exceptional customer service while managing a high volume of telephonic inquiries from GEMD 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 out of pocket costs 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.
• Perform outbound follow-up calls to patients seen within facilities.
• Effectively communicate with Facility teams via phone and electronic messaging.

Supervisory Responsibilities

This position does not currently have supervisory responsibilities.

Required Education

• High school diploma or GED.

Required Experience

• One year of Customer Service Experience.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Excellent verbal communication skills.
• Ability to prioritize tasks.
• Ability to manage changing priorities.
• Attentive to details.
• Computer skills.
• Demonstrated ability to follow written procedures.
• Independent decision making.
• Interaction with others using professionalism and tact.
• Problem solving, reading comprehension, writing/composition.

Preferred Qualifications

• Customer Service or high-volume call center experience in Healthcare Related Industry is strongly preferred.
• Medical terminology knowledge is preferred.

Financial Responsibilities

This position does not currently have financial responsibilities.

Budget Responsibilities

This position does not currently have budget responsibilities.

Languages

• Advanced English is required.
• Spanish and Creole are preferred.

Travel

• Travel is not required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

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).

Environmental Conditions

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

Physical/Environmental Activities

Please confirm for the following questions if these working conditions are encountered Occasionally (1-33% of time on the job), Frequently (34-66% of time on the job), Constantly (67-100% of time on the job), or Not Applicable N/A

• Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Not Applicable N/A
• May be exposed to outdoor weather conditions of cold, heat, wet, and humidity. Not Applicable N/A
• May be exposed to outdoor or warehouse conditions of loud noises, vibration, fumes, dust, odors, and mists. Not Applicable N/A
• Must be able to ascend and descend ladders, stairs, or other equipment. Not Applicable N/A
• Subject to exposure to hazardous material. Not Applicable N/A