SPE-RCM Customer & PT Services

Job Summary

Serves as a first level contact for the designated process specific solution program. Under the direction of the Team Leads and Managers the primary objective of the position is to provide world-class service to our customers in an accurate efficient and courteous manner on every call. Works with close supervision by the management team in the ongoing development and implementation of designated program.

Responsibilities

Adheres to all quality standards set by Quality groups.

Provide personalized customer service of the highest level.

Answer inbound calls as well assist patients who have specific inquiries and resolve issues that fall within the specified scope of service.

Outreach and Outbound Calls to Patients

Responds to assigned tasks in a timely manner following client-established protocols.

Process tasks consistent with program specified strategies and customer satisfaction measurements.

Requires general knowledge of company and services and multiple system applications.

Provide feedback relative to customer satisfaction and improved operational processes in support of the Customer Mission Statement

Update the existing data base with changes and the status of each caller.

Transfer patient calls to appropriate staff and dept if required.

Identify process gaps and assure that such gaps are promptly reported.

Independently coordinate the resolution with internal external support as required.

Maintains confidentiality of all information policies and procedures as required by Health Insurance Portability and Accountability Act (HIPAA) protocols.

Maintains acceptable levels of performance including but not limited to attendance adherence to protocols customer courtesy and all other productivity and efficiency targets and objectives.

Complete call logs and tracking systems.

Learns new methods and services as the job requires.

Meet required metrics as required in the process.

Other assigned duties