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Customer Service Representiative/Centralized Scheduling

Department: 9234 - Centralized Scheduling
Location: San Antonio, TX
Work Schedule: Monday through Friday 8:30 AM to 5:30 PM

PURPOSE

To professionally and efficiently answer and connect all calls to the areas requested.  Responsible for all appointment scheduling to include: new client registration and preparation of new client file. Responsible for professionally and efficiently processing the coordination and scheduling of new clients to be seen by the clinician. To support all clients, physicians, internal staff and the business community in a professional manner while assisting in the daily operations of the Centralized Scheduling Department.


TASKS

  1. Answering phones scheduling client appointments.
  2. Utilize skills and empowerment to de-escalate irate callers
  3. Pages/calls physicians as authorized in department procedures.
  4. Work with computer programmers to establish systems needed by the department.
  5. Pages, verifies, and records all communication with physicians/case managers.
  6. Obtain all required demographic data from the client and enter the data into the computer system to pre-register the new patient.
  7. Follows and complies with Unfunded Patients process & works closely with the financial    counselors (Consumer Benefits).
  8. Updates computer-based telephone directory as needed.
  9. Updates/changes physicians on-call schedules upon notification of change.
  10. Reports all telephone repair problems as directed in department procedures.
  11. Reviews Communications Logs at the beginning of each shift.
  12. Review, study, and learn all new scripts and processes related to centralized scheduling or new clients as directed.
  13. Records information into Communication Logs to include consumer/employee complaints, equipment problems/repairs, notable incidents, safety issues and concerns, and any other information that needs to be communicated to other team members/supervisor.
  14. Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies
  15. Attends and participates in department staff meetings as assigned and is responsible for all information communicated the meetings.
  16. Attends all mandatory department in-services and training sessions.
  17. Compiles and distributes letters to new patients confirming appointments.
  18. Participates in emergency preparedness drills and actual emergencies as instructed by the Safety Department.
  19. Understands and enforces CHCS and departmental policies & procedures as well as established rules and regulations.
  20. Must learn and comply with the organizations and facilities safety policies and rules; must use appropriate safety equipment and procedures at all times and immediately report all unsafe conditions to the manager; must be familiar with all safety features of equipment, tools or materials encompassed by job duties; and must check with manager (prior to job performance) if there is a question as to the safe procedure to be used for any job function.
  21. Must be able to work in a fast-paced and customer service-oriented environment and to perform duties and meet deadlines in a timely manner.
  22. Communicates appropriately to other employees, the public and our clients based on the situation and the age level of the person.
  23. Communicates with management to resolve problems that may arise.
  24. Adheres to the CHCS Behavioral Principles and demonstrates ethical behavior as expected by our clients, colleagues and the community.
  25. Understands the personal obligation to report any activity that appears to violate applicable laws, rules regulations or the Behavioral Principles itself.
  26. Completes other duties as assigned.

 MINIMUM REQUIREMENTS

  1. High school diploma or equivalent preferred with switchboard training required.
  2. Computer skills required.
  3. Minimum two (2) years’ experience in large business communications preferably in healthcare.
  4. Experience with Microsoft Word, Excel, and Outlook .
  5.  Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies 
  6. Must maintain a valid driver’s license and automobile insurance coverage, be able to travel as needed, and be able to meet on a consistent basis the driving record requirements of the Company’s auto insurance carrier if you drive your vehicle during company business 

PREFERRED

  1. Bilingual (English and Spanish)
  2. Three (3) to five (5) years’ experience in a call center.
  3. Experience on the Mitel/ShoreTel Software.
  4. Ability to communicate with business, staff, and clients in a professional manner. 
  5. Abilities as a “self-starter” and to maintain high personal motivation are essential.
  6. Must be able to pay close attention to details and easily adapt to rapidly changing technologies.
  7. Must have good oral communication ability and the ability to communicate with clients, visitors, guests, and the community in a professional manner.
  8. Good communication and problem-solving and typing skills.

Physical Requirements/Demands = 2
1 = Primarily Direct Patient Care
2 = Primarily Office Work
3 = Primarily Physical Work

 Compensation Package 

Recruiting and retaining talented individuals is important to us. At the Center for Health Care Services, we are committed to providing our employees with a total compensation package that includes competitive pay, affordable health and wellness benefits, generous paid time off, flexible work schedules, professional development opportunities and generous retirement savings options.

We have wide range of career opportunities and hope you will join us in our mission!

 Apply online today at: www.chcsbc.org 

 The Center for Health Care Services is an Equal Opportunity Employer