Customer Care Specialist- Home Care (Full time, Day Shift) in ROCHESTER, New York at Rochester Regional Health

SUMMARY

To deliver superior customer service and support by answering incoming calls and identifying and assessing individual patient, customer and physician needs and action steps to satisfy those needs. Performs office functions that facilitate the efficient processing of referrals for initial delivery of patient care. Promotes patient satisfaction with Lifetime Care Home Health and Hospice services.

RESPONSIBILITIES

• Answers calls and obtains pertinent information too quickly and accurately identify and assess caller’s needs and determine action steps to satisfy those needs while ensuring a high level of service.

• Transfers phone calls when necessary; promptly and courteously to appropriate Lifetime Care personnel.

• Resolve basic types of customer service inquiries.

• Responds knowledgeably and professionally to inquiries regarding Lifetime Care Home Health and Hospice services and programs

• Project patience, empathy, caring and sincerity when answering phones and end all calls with “Is there anything else I can do for you today”.

• Data entry of patient demographic information into computer system as assigned or as requested to assist Patient Care Coordinators and/or Home Care Coordinators.

• Verifies with physician office if patient status is active and in agreement to sign home care orders.

• Processing of administrative tasks such as copying, faxing, referral distribution and other computer generated assignments.

• Collects and documents data, generates and distributes reports.

• Telephones all patients prior to start of care to confirm their agreement for home care services and documents accordingly.

• Participates in customer satisfaction efforts to include surveying of patients by telephone.

• Assists with special projects, activities and performs other duties as assigned by management.

• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct.

• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

• Regular and reliable attendance is required.

MINIMUM QUALIFICATIONS

• High School diploma, GED or equivalent work experience in a health care environment desirable.
• 2-3 years of customer service experienced required with 1 year of call center experience preferred.
• Knowledge of medical terminology.
• Ability to interpret electronic data and apply to customer service calls.
• Strong communication skills.
• Strong decision making and problem solving skills.
• Attention to detail and quality focused.
• Excellent time management and organizational skills.
• Ability to handle changing work environment and to prioritize activities.
• Proven ability to work in a team environment.
• Strong data entry skills and proficiency use of a PC. (word/excel required)

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $17.25 - $19.88

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, clinical licensure date, relevant qualifications, specialty, internal equity, location, and contracts.