Customer Service Agent at Waterbury Hospital – Middlebury, Connecticut

Customer Service Agent

Alliance Medical Group

Job Description

Title	Customer Service Agent
Department(s)	Call Center
Reports to	Call Center Manager

Job summary

The Customer Service Agent is responsible for answering a multi-line telephone, triaging calls, scheduling appointments, and taking messages. The Customer Service Agent serves as a liaison between the caller and medical support or other staff to facilitate the smooth running of the healthcare environment and promote the delivery of quality patient care.

Duties and Responsibilities:

• Answers multi-line telephone promptly, and in a polite and professional manner.

• Schedules patient appointments correctly, being certain to review appointment date, time, location, and provider name with caller. Informs caller of items to bring to appointment. Reminds caller of cancellation/no-show policy and to arrive at appointment 15-30 minutes early for paperwork completion.

• Obtains accurate, pertinent patient demographic information and updates in computer system as necessary.

• Provides a patient- focused service and a positive impression of the organization to patients or other individuals who call into the call center by answering questions, transferring calls to the appropriate person/departments, and taking thorough messages.

• Uses sound judgment in handling calls, especially with upset patients, understanding when to escalate call to physicians/manager/triage nurse.

• Contacts patients as required to confirm, cancel, or re-schedule appointments.

• Mails necessary forms to new patients for completion prior to appointment.

• Maintains operations by following and remaining updated and current on the electronic health record and appointment scheduling systems and office policies and procedures.

• Maintains patient privacy by keeping all patient information confidential.

• Performs automated functions that fall within job responsibility.

Knowledge, Abilities:

• Strong phone and computer skills with working knowledge of practice based medical office processes and procedures
• Must have a pleasant phone manner and superb communication skills (verbal and written)
• Ability to work well in a fast paced environment
• Knowledge of insurance guidelines
• Knowledge of medical information and electronic medical records/systems
• Ability to organize and prioritize work as required.
• Ability to adjust to changes

Minimum requirements:

High school diploma or GED required.

At least one year of current call center or multi line/automated system experience, preferably in a medical office setting

Environmental and Working Conditions:

Work is performed in an office environment and involves frequent contact with staff at times.

Physical and Mental Demands:

Requires prolonged sitting, some standing, bending, stooping and stretching. Requires corrected vision and hearing to normal acuity. Requires eye-hand coordination and manual dexterity sufficient to operate a telephone, keyboard, photocopier, and other office equipment.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Additional information

Job code
Generic title	Customer Service Agent
Pay Band	NEX Level 3
Management? (Yes/No)	No
E/NE status	Non exempt
Last revised	07/2018

1.0 Introduction

This assessment documents the physical demands and essential job functions of the Customer Service Representative position.

2.0 Physical Job Description

The Customer Service Representative will work simultaneously on the telephone and computer constantly throughout the day. A telephone headset is worn and keyboard and mouse use is frequent throughout the day. Information presented verbally and on the computer screen is processed. In the performance of work tasks the employee is regularly required to sit; use hands to finger, handle, and/or feel; and talk and/or hear and see. The employee is also occasionally required to stand and/or walk.

The estimated overall strength requirement of the job of a Customer Service Representative may be classified as "Light." Light work indicates that the job involves handling 0 to 20 lbs Frequently (F) or Significant Walking or Standing.

3.0 Operational Overview

The Customer Service Representative is responsible for the following job tasks.

• Handling all incoming calls from patients, insurance carriers, etc. with billing questions
• Coordinating resolution of billing problems or errors with team members
• Escalating higher level complaints to customer service supervisor
• Documenting all calls in patient accounts
• Following through on resolution of patient accounts and ensuring resolution has occurred
• Guiding workers comp / third party claims and following through to resolution
• Responding to written correspondence
• Assisting with insurance refund requests from insurance carriers for clients
• Assisting with credit balance reports for clients

The Customer Service Representative handles complaints and processes requests requiring proficiency with different types of technology and computers; using a keyboard and a mouse are essential. No direct patient care task interaction is performed by this employee.

3.1 Work Hours/Shifts:

• Shift duration is 8 hours

3.2 Working Environment:

• The work is performed indoors, and inside the office.
• The building is climate-controlled.
• The flooring presents little rolling resistance to any push/pull tasks.

3.3 Tools, Equipment, Work Aids:

• Customer Service Representatives follow a standard dress code.
• All computer work is done at seated workstation.
• A computer keyboard, mouse, monitor, and telephone headset are used constantly.

4.0 Physical Demands Analysis

The following tables detail the individual physical demands using the following six categories: Mobility, Strength, Upper Extremity Postural Activity, Sensory/Perceptual, Work Environment, and Conditions of Work.

Key1: Exposure Time & Strength Rating

Rating of Exposure Time	Definition (Hrs of time)
Not Observed (N/O)	Not Observed
Infrequent (I)	< 1 Hr
Occasional (O)	1 – 3 Hrs
Frequent (F)	3 – 6 Hrs
Constant (C)	6 – 8 Hrs

Strength Rating	DOT Definitions
Sedentary	0 to 10 lbs performed Occasionally (O)
Very Light	0 to 20 lbs performed Infrequently (I)
Light	0 to 20 lbs performed Frequently (F) or Significant Walking or Standing
Medium	20 to 50 lbs performed Occasionally (O) Or 10 to 20 lbs performed Frequently (F) or 10 lbs performed Constantly (C)
Heavy	50 to 100 lbs performed Occasionally (O) or 25 to 50 lbs performed Frequently (F) or 10 to 20 lbs performed Constantly (C)

*Based in part on US Department of Labor's Dictionary of Occupational Titles (DOT), Physical Demands Strength Rating, 1991

Key2 : Essential Function Tasks

Task #	Task Description
1	Occasionally pushing/pulling chair, drawers, doors; force will vary from 2 lbs to 7 lbs.
2	Infrequently lifting/carrying office items ranging from 1 lb. to 20 lbs.
3	Reaching to 65" occasionally to access shelves and cabinets.
4	Infrequently bending, stooping, crouching to file forms, paperwork and to pick up fallen items.
5	Constantly sitting while interacting with computer and telephone; visually identifying electronic documents, labels, computer displays, and peripherals to properly perform work.
6	Standing and walking to perform office tasks and interact with colleagues and supervisor.

Table 1: Mobility

Activity	Duration	Essential Function Task	Example
Sitting	C	1,2,3,4,5	Seated 90% of the time
Standing	O	1,2,3,4,5,6
Walking	O	2,3,4,5,6
Running	N/O
Climbing	N/O
Bending/Stooping	I	1,2,3,4,5,6	Filing or to pick up something fallen
Crouching	I	1,2,3,4,5,6
Kneeling	I	1,2,3,4,5
Crawling	N/O
Twisting	O
Balancing	I	1,2,3,4,5

Table 2: Strength

Activity	Duration	Essential Function Task	Example
Lift 0-10 lbs	O	2,3,4,5
Lift 11-20 lbs	I
Lift 21-50 lbs	N/O		Office supplies unlikely to exceed 20 lbs
Lift >50 lbs	N/O

Table 2: Strength

Activity	Duration	Essential Function Task	Example
Carry 0-10 lbs	O	2,3,4,5,6
Carry 11-20 lbs	I	6
Carry 21-50 lbs	N/O
Carry >50 lbs	N/O
Pushing 0-10 lbs	O	1,2,3,4,5,6
Pushing 11-20 lbs	N/O
Pushing 21-50 lbs	N/O
Pulling	I	1,2,3,4,5,6

Table 3: Upper Extremity Postural Activity

Activity	Duration	Essential Function Task	Example
Reaching above shoulder	I	1,2,3,4,5
Reaching to side	O	1,2,3,4,5
Wrist Movements	F	1,2,3,4,5	Keyboard/mouse use
Finger Movement	F	1,2,3,4,5	Keyboard/mouse use
Striking Hand	N/O
Throwing	N/O

Table 4: Sensory/Perceptual

Activity	Duration	Essential Function Task	Example
Talking/Speech	C	2,3,4,5,6	Communicating with co-workers, patients
Hearing/Listening	C	2,3,4,5,6	Communicating with co-workers, patients
Seeing/Vision	C	1,2,3,4,5,6	Viewing computer monitor, paperwork
Reading	F	2,3,4,5	Reading monitor paperwork
Writing	O	2,3,4,5	Possible note taking
Keying/Mousing	F	2,3,4,5

Table 5: Work Environment

Activity	Duration	Essential Function Task	Example
Inside Work	C	1,2,3,4,5,6
Outside Work	N/O
Hot	N/O
Cold	N/O
Humid	N/O
Dry	N/O
Dust	N/O
Moving Objects	N/O
Hazardous Machines	N/O
Electrical	N/O
Sharp Tools	N/O

Table 5: Work Environment (continued)

Activity	Duration	Essential Function Task	Example
Radiant/Thermal Energy	N/O
Congested Work	N/O

Table 6: Conditions of Work

Activity	Duration	Essential Function Task	Example
Traveling	N/O
Work Alone	N/O
Work Independent but in a Group	C	1,2,3,4,5,6
Deadline Pressures	I	1,2,3,4,5,6
Interact with Public on the telephone	F	2,3,4,5
Operate Equipment /Machinery	O	2,3,4,5	Computer, printer, copier, fax

Completed with: Mr. Felix Crux, CSR