Call Center Representative - Full time - Sterling Heights
GENERAL SUMMARY:
Responsible for handling multiple outgoing and incoming calls to service multiple offices. Scheduling appointments, verifying insurance information, and maintaining database. Tracking, formatting and reporting progress using MS Excel. Continuously thinking of ways to develop and improve workflow. Ensures timely turnaround of all customer service correspondence. Communicates and corresponds with multiple offices and other internal departments. Researches and resolves any customer service issues.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Identify and contact patients who are due for appointments, and schedule appropriately
- Maintain database, ensuring accuracy of patient information.
- Verify and update insurance information.
- Track and log progress on a daily basis.
- Process and complete online appointment requests.
- Accept, handle or forward incoming calls from 800 line professionally.
- Correspond and communicate with appropriate departments within organization.
- Identify, research, resolve and respond to customer service issues.
- Seeks solutions and communicates with department manager.
- Develops and grows positive working relationship with team and organization.
- Projects a professional image in all service correspondence.
- Maintains organized files and reports any discrepancies to department manager.
- Attends functions/training to gain knowledge of billing/process and vendor product.
- Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to the position.
EDUCATION/EXPERIENCE REQUIRED:
- High school diploma or G.E.D.
- Prior administrative/clerical experience in a corporate office preferred.
- Proficient in Microsoft Office and Windows.
- Must be able to demonstrate problem solving skills.
- Must have excellent customer service skills.
- Must display a positive customer service attitude.
- Must be able to be flexible in work hours.
- Must have effective oral and written communications.
- Must have organizational and time management skills that result in high productivity
CERTIFICATIONS/LICENSURES REQUIRED:
· Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy
· Must practice the customer skills as provided through on-going training and in-services. Must possess the following personal qualities:
PHYSICAL DEMANDS/WORKING CONDITIONS:
- Normal office environment with minimal exposure to noise, dust, or extreme temperatures.
- Requires walking, hearing, reaching, and the use of hands and fingers.
- Requires the ability to occasionally lift or move up to 10 pounds.
- Specific vision abilities required by this job include close vision.
- Must be able to work nights and weekends when needed.
Additional Details
This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.
Overview
Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers.
Benefits
The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.