Central Communications Specialist at Trillion Health & Hormone – Omaha, Nebraska

The Central Communications Specialist is the liaison between our clinical team and the patient. The CCS will be responsible for all new patient appointments and intake for all Trillion Health locations, as well as assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze phone and email interactions, and focus on improving performance and processes in an effort to better support our patients. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Keys to success in this role: you should be focused on building relationships and trust between clinic patients and the clinical team, improving your team of representatives and central communication practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor. This role requires an enthusiastic attitude to lend a hand, strong work ethic, and positive attitude. This person embodies our passion for serving women and supporting our “patient first” mission. Friendly, genuine, organized, and positive; this candidate is one of the first impression to our patients and our first opportunities to show them how great our team and facility are! This essential role involves building relationships and trust between clinic patients and the team.

Principal Duties and Responsibilities:

· Responds to request and inquiries from the patients and the general public in person and over the phone and via email

· Virtually greeting patients, answering questions, booking appointments, facilitating patient requests, responding to email inquiries

· Educate patients on treatments, medications, and procedures

· Supervises day to day operations of the clinic processes. Assures patients receive excellent customer service

· Registering patients, verifying insurance eligibility, and collecting payments through various software systems

· Preparing reports and audits

· Collect all insurance information, verify patient demographics, process payments, post patient balances, and complete daily patient call backs

· Monitors patient satisfaction and resolve any complaints

· Drives excellence in business, clinical, and financial operations of the center through managing workflow, scheduling, and other items as needed

· Acts as the catalyst to ensure staff are passionate about delivering genuine, caring, and friendly service.

· Champions the Trillion Health & Hormone brand in the community by acting as a liaison with outreach efforts, responding to patients and the general public.

· Monitors and optimizes systems that meet staff communication utilizing a multi-line phone system, email, fax machine, printer, copier, and scanner to process patients through the Trillion Health & Hormone process.

· Maintain a neat and clean work environment and professional appearance and adherence to relevant health and safety procedures.

· Discharge patients, assist office and clinical staff, and close office at end of day.

· Has a contagious and positive work ethic, inspires others, and models the behaviors of Genuine, Caring, and Friendly.

· Exceptional communication skills both written and spoken

· Organized and skilled in all Microsoft products including excel, outlook, and word

· Through genuine and positive communication, makes each customer feel informed, understood, and important.

· Positive, motivated, efficient, team player

· Excellent ability to communicate, follow up, and keep organized

· Ability to multi-task and work well under pressure

· Strong knowledge of email composition and communication

· Knowledge of computer software, and the ability to learn billing software, and electronic medical records required

· Prior experience in fast paced service industry or customer service role preferred

· “Can-do” attitude, enthusiastic to lend a hand and support other team members