Customer Service Representative

ABOUT AUSTIN REGIONAL CLINIC:

Austin Regional Clinic has been voted a top Central Texas employer by our employees for over 15 years! We are one of central Texas’ largest professional medical groups with 35+ locations and we are continuing to grow. We offer the following benefits to eligible team members: Medical, Dental, Vision, Flexible Spending Accounts, PTO, 401(k), EAP, Life Insurance, Long Term Disability, Tuition Reimbursement, Child Care Assistance, Health & Fitness, Sick Child Care Assistance, Development and more. For additional information visit https://www.austinregionalclinic.com/careers/

PURPOSE

Provides services for a centralized online appointment and multi-channel communication system for the entire Austin Regional Clinic health care organization. Retrieves and processes internet appointment requests for all primary care and specialty doctors including same-day, future and cancellation requests. Responds to patient communication via various customer service queues including; ARC-INFO, Travel Medicine, MyChart, Healthiness, NormanMD and others as assigned. Assists patients and staff by answering questions about MyChart, ARC’s patient portal. Carries out all duties while maintaining compliance and confidentiality and promoting the mission and philosophy of the organization.

ESSENTIAL FUNCTIONS

• Retrieves and processes appointment requests via phone and online appointment web application using ARC’s practice management system software, EPIC, and other electronic medical information resources.
• Responds to patient appointment requests via the ARC web site. Same-days requests are responded to in 2-4 hours, Future and cancellation requests are responded to within 24-48 hours.
• Enters/updates demographic-related information into EPIC.
• Stays up to date about new developments and changes with the whole Austin Regional Clinic system including changes in doctors and staff, specialties and services, policies and procedures, protocols, etc.
• Provides phone support for ARC-INFO, Admin, MyChart Support, NormanMD Support, Travel Medicine, ARC Healthiness Program, and Centralized Appointments.
• Receives faxed MyChart registration and Proxy registration forms and completes registration process for new users.
• Provides level 1 technical and navigation support to staff and other users, such as MyChart and NormanMD. Provides answers to users by identifying problems and guiding users through corrective steps. Identifies unresolved problems and escalates them to for further troubleshooting and resolution. Maintains call documentation.
• Provides support to Travel Medicine Services Department by answering travel calls, responding to patient questions, and scheduling appointments
• Provides support to Healthiness Department by answering and responding to patient questions, scheduling appointments, and communicating patients’ needs to the Program Manager and staff
• Adheres to all company policies, including but not limited to, OSHA, HIPAA, compliance and Code of Conduct.
• Regular and dependable attendance.
• Follows the core competencies set forth by the Company, which are available for review on CMSweb.
• Works holiday shift(s) as required by Company policy.

OTHER DUTIES AND RESPONSIBILITIES

• Assists with departmental projects as needed.
• Performs other duties as assigned.

QUALIFICATIONS

Education and Experience

Required: High school diploma or GED. At least one (1) or more years of experience working in customer service, where communicating clearly, concisely, effectively listening and friendly voice tone were required.

Preferred: Some college preferred.

Knowledge, Skills and Abilities

• Knowledge of or ability to learn all Business Office policies and procedures, and health plan benefits to answer member/patient or provider questions and/or handle complaints.
• Ability to recognize and utilize available resources to solve problems.
• Ability to engage others, listen and adapt response to meet others’ needs.
• Ability to align own actions with those of other team members committed to common goals.
• Excellent computer and keyboarding skills, including familiarity with Windows.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Ability to manage competing priorities.
• Ability to perform job duties in a professional manner at all times.
• Ability to understand, recall, and communicate, factual information.
• Ability to understand, recall, and apply oral and/or written instructions or other information.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to apply common sense in performing job.

Work Schedule: Monday- Friday 8am-5pm

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.