Job Details
**Customer Service Representative - Front Desk**
**SPECTRUM HEALTHCARE GROUP**
Spectrum Healthcare Group is a truly integrated care facility with a simple mission that sums up what drives us: Compassionate Care for Mind, for Body, for all of YOU! This rings true for our clients as well as our employees.
We have been providing high quality whole healthcare throughout Yavapai County for more than 65 years. Spectrum Healthcare recently expanded to the Maricopa County arena and anticipates continued growth throughout Arizona. Whether it is primary care, behavioral health, psychiatry, or pediatric care, we stretch the boundaries of traditional healthcare by striving to meet the needs of our clients anyway and anywhere possible. This may include clinic, curb-side, home, community, and tele-health visits for integrated health care. Spectrum Healthcare also has sites that are National Health Service Corps certified.
**Join a Team That Will Invest in You ~ While You Make a Difference in The Lives of Others!**
**Position Summary**
Greet patients, register patients according to office protocol, assist patients with completing all necessary forms and documentation including medical insurance, ensure patient information is accurate including billing information, maintain and manage patient records, move patients through appointments as scheduled, answer incoming calls, transfer calls as required, schedule patient appointments, collect co-pays and payments, schedule hospital discharges, yearly well visits, other appointments as requested by the patient or provider, print requisitions/orders for patients, ensure reception area is well maintained, neat and clean, complete other duties as assigned.
**Qualifications:**
Required:
High school diploma or GED
One to two years call center/customer service experience, preferably in a medical office environment
Must be able to procure an Arizona Level 1 Fingerprint Clearance Card
Preferred:
Knowledge of scheduling patient appointments
Demonstrate the ability to prioritize, multi-task and operate multiple web based systems simultaneously
Ability to access and comprehend information to determine eligibility and/or insurance coverage
Perform data entry with a high level of accuracy
Create, update and access confidential client data in company Electronic Health Record (EHR)
Ability to review emails and messages in multiple systems AND answer in a timely manner
Communicates in an effective, positive, respectful, and courteous manner with both customers and staff
**Accountabilities**
1. Maintains established agency policies and procedures, confidentiality standards, performance improvement initiatives, safety, environment of care, productivity standards, management of information, and infection control standards.
2. Utilizes excellent customer service skills at all times.
3. Complies with federal and state law, accrediting and licensing agencies at all times, to include but not limited to federal compliance regulations.
4. Interacts with clients and staff in a culturally competent manner that takes into account factors such as age, developmental or acquired disabilities, religion and spiritual orientation, ethnicity, socioeconomic status, sexual orientation, indigenous heritage, national origin, and gender.
5. Take messages and/or direct calls to appropriate agency personnel.
6. Serve as back up to other support positions.
7. Communicates in a positive, respectful and courteous manner
8. Communicates effectively with both internal and external customers
9. Complies with federal, state, RBHA, and payer standards and guidelines.
10. Conducts self in professional manner at all times; is cooperative and flexible with team members and management; adheres to ethical professional standards.
11. Participates in utilization review and performance improvement activities, as assigned.
12. Enhances professional growth and development through participation in supervision, educational programs, current literature, trainings, and professional conferences.
13. Work flexible hours as required.
14. Maintain current CPR/First Aid certification.
15. Perform other duties as assigned by the CSS or Office Manager.
* Greet all incoming clients in a pleasant manner
* Verify current insurance, demographics and attempt to collect copays 100%
* Schedule all post intake appointments and some intake appointments as needed in an accurate and timely fashion
* Maintain exit sheets, completes Release of Information forms, copy forms, faxing
* Maintain the waiting area.
**Competencies**
1. Ability to respond to heavy phone traffic in a timely, professional, clear and concise manner.
2. Knowledge of agency phone system.
3. Knowledge of general medical terminology.
4. Demonstrate the ability to prioritize and multi-task, operate multiple web based systems simultaneously, access and comprehend information to determine eligibility and/or insurance coverage, and perform data entry with a high level of accuracy.
5. Ability to schedule and fill out orders for outside testing. Including correct diagnosis and working with patient on best location, timely scheduling and directions for test.
6. Able to multitask and prioritize. Ability to handle many patients at once and quickly identify order of importance.
7. Proficiency in data entry, template scheduling and rescheduling with minimal errors.
8. Ability to interact with clients, personnel, and outside agencies in a calm, logical, and positive manner.
9. Ability to direct calls and/or take messages and forward those messages to appropriate personnel, and outside agencies in a calm, logical, and positive manner.
10. Knowledge of business etiquette, SHG departments and general internal information.
11. Knowledge of Spectrum Healthcare Group (SHG), confidentiality policies and ability to communicate those policies.
12. Knowledge of crisis internal and phone procedures.
13. Knowledge of SHG Centralized Scheduling Policies and procedures
14. Knowledge of Eligibility, Copay Collections, and payment receipt process.
Ability to use various office equipment (personal computer, photocopier, fax).
***If so, you should consider a career with*** **us*!***
***Benefits***
Spectrum is proud to offer an open-door and transparent work environment. We expect a lot, but we also offer a lot, including flexible work schedules to encourage a strong work-life balance. Our employees receive competitive salaries and an excellent full-time benefits package including:
Health, Dental, and Vison Insurance
Long-term Disability Insurance
Paid Time Off - Sick/Vacation Bank, Catastrophic Leave, 9 Holidays and a Floating Holiday
401(k) with a generous company contribution increasing yearly up to 10%
Company Provided Life/AD&D and Voluntary Life/AD&D
Gym Membership to Planet Fitness
Supplemental Voluntary Health Benefits
Tuition Reimbursement (Certain conditions apply)
**Working Conditions and Physical Demands**
Occasional lifting lift and/or moving up to 15 pounds. Frequent walking, sitting or standing. Sitting or standing for longer periods of time at a computer. Frequent movement from one location to another with the clinic. Constantly participates in ordinary conversation, and speaks, read and writes fluently in English. Moderate noise level in the varying environments. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
*SPECTRUM HEALTHCARE GROUP is an equal opportunity employer. Spectrum does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, patien