The Customer Care Specialist is responsible for providing exceptional customer service to our patients and visitors. Your primary focus will be on assisting patients, handling inquiries, and ensuring a positive experience throughout their interaction with the clinic.
Key Responsibilities and Accountabilities:
Patient Interaction (Customer Service)- Greet patients and visitors warmly and professionally.
- Respond to patient inquiries in person, over the phone, and via email.
- Provide information about clinic services, appointment availability, and procedures.
- Assist patients with completing necessary forms and documentation accurately.
- Schedule appointments efficiently using the clinic's appointment scheduling system.
- Coordinate appointment calendars to optimize scheduling and minimize wait times.
- Confirm appointments and provide reminders to patients as necessary.
- Address patient concerns, complaints, and inquiries promptly and effectively.
- Collaborate with medical staff and other departments to resolve patient issues.
- Escalate complex or unresolved issues to appropriate personnel for further assistance.
- Maintain accurate patient records and update information as needed.
- Ensure the reception area is clean, organized, and welcoming.
- Assist with administrative tasks such as filing, data entry, and managing office supplies.
- Adhere to clinic protocols and procedures to ensure compliance with regulatory standards.
- Maintain patient confidentiality and privacy according to the Data Privacy Act.
- Participate in quality improvement initiatives to enhance the patient experience.
- Work collaboratively with other customer care specialists and administrative staff.
- Communicate effectively with medical professionals and support staff to coordinate patient care.
Qualifications:
- College graduate.
- Strong communication skills, both verbal and written.
- Excellent customer service orientation.
- Basic understanding of medical terminology and procedures.
- Empathetic and compassionate demeanor when interacting with patients.
- Proficiency in using computer software and electronic medical records systems.
- Ability to work collaboratively in a fast-paced, team-oriented environment.
- Knowledge of medical billing and insurance processes is advantageous.